Shaun Flanagan

Software Support Executive

IDAttend Pty Ltd

Gold Coast, Qld

08.2011 - Current

Documented all customer interactions and resolutions in the ticketing system.
Maintained knowledge base articles regarding known issues and resolutions for quick reference by customers.
Developed and maintained customer relationships, ensuring customer satisfaction with product usage and performance.
Collaborated with development teams to identify bugs, analyze root cause, and suggest appropriate fixes for reported issues.
Researched and implemented innovative approaches to improve customer experience with software products.
Assisted in developing software solutions for customers based on their requirements.
Provided technical support to customers by troubleshooting and resolving software related issues.
Conducted user acceptance testing of new software releases to ensure quality standards are met.
Maintained positive working relationship with fellow staff and management.
Performed system analysis and identified areas of improvement in existing software systems.
Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Evaluated software or hardware to recommend improvements or upgrades.
Performed variety of clerical and administrative duties pertaining to on-site support.
Answered user inquiries to resolve computer software or hardware operation problems.
Read technical manuals or attended conferences and seminars to maintain knowledge of hardware and software.
Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.
Installed and performed minor repairs to hardware, software or peripheral equipment.
Developed training materials and procedures or trained users in proper use of hardware or software.
Maintained records of data communication transactions, problems, and remedial actions or installation activities.

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