Juha Heikkilä

• Assisting Finnish resellers with cloud based products and supporting their customers. • Helping out on other markets, including Nordics, German, Dutch and French. • Supporting hundreds of products, including Office 365, BitTitan, Nexetic etc.

• Same responsibilities as previous, plus: • Quality monitoring and advisor for the team • Helping with training new agents and refresh training • the more experienced people • Assisting Team Leader with issues regarding the team • Backup Senior Agent for the End Customer Line, • occasionally helping with calls and emails

• Helping business customers with printer issues, • creating tickets and ordering consumables via phone/email

• Dealing with customer requests via phone/email concerning hotel bookings/ cancellations • Dealing with reclamations and complaints

• Updating Google Maps and customer listings • Dealing with multiple customers on a daily basis • Helped with developing a proper reproach on how to approach the Finnish market • Doing quality checks on peers

• Dealing with various customer requests (HW, SW or network related) • Dealing with 12 different Client Companies; supporting Finnish, Danish and Norwegian • Helped with starting up the desk at Dublin and assisted with knowledge transfer from Copenhagen to the new members of the team • From August 2010 working as a backup ILC in the team

• Managing Customer accounts • Providing support for account related problems • Working closely with other team members to exchange best practice • Ensure that SLA times are kept

• Responding to customer requests via phone and email • Solving HW, SW and Network related issues • Advanced troubleshooting and callbacks to customers on daily basis • Pertain high customer satisfaction and work towards meeting SLA times • Received credit for effective email handling

- Responsible for developing data graphics for a national company - setting up and maintaining basic office equipment - Developed a more efficient way to view data using Microsoft Excel - Generated a new work time sheet for more efficient tabulation of hours worked

- Responsible for co-developing an online computer system for a major sawmill - Built a base for a surveillance system board - Worked in a team setting to develop new networking systems

Responsible for website management, writing news articles and movie reviews and for taking photographs.

-First and last shift keyholder responsible for customer service and sales, - inventory maintenance and product ordering as well as using a web browser interface to update product information for online store - Maintained high standard of receipt accuracy