Livia-Alexandra Sărban

Main goal: making customers' lives easier with my technical know-how. - solving e-mail requests regarding our services or products; - offering instant assistance via chat and phone; - troubleshooting HTML/CSS and compatibility issues with other online applications; - writing help documents and KB articles for our most frequently asked questions; - discovering and suggesting new tools or sources of information that can benefit our customers.

- providing real time response/ resolution to customer support inquiries (by phone, e-mail and on remote sessions); - diagnosing problems’ causes and providing solutions; - ensuring continuous monitoring of customer issues until they are resolved; - working closely with second line engineers to diagnose bugs and provide suitable workarounds to end users; - testing new product releases/ patches and providing feedback to development; - demonstrating and training end users on the software.

- analyzing website pages according to guidelines and specific scoring criteria in order to improve the quality of one of the largest search engines in the world; - ensuring the search results are entirely up to date and relevant; - contributing towards making internet search more exciting, relevant and interesting for all end users in Romania.

- handling customers' e-mail marketing campaigns in a timely and professional manner; - analyzing and correcting any possible mistakes or error-producing elements in the HTML code provided by the customer; - communicating with the customers in French or English by e-mail or phone to ensure that all the customer's requirements are met; - adding and updating information in the company’s internal database; - translating internal and external documents from French to Romanian.

- collecting, analyzing, interpreting and summarizing data in preparation and generation of statistical and analytical reports; - providing feedback to all agents whose transactions have been monitored and making reports accordingly; - delivering one to one coaching for any agent who is not achieving the required level of quality for the monitored transactions.

- answering customers' questions by e-mail in French in an efficient, well-structured manner; - identifying and solving technical errors using the specialized software; - entering and modifying information in the database; - correctly escalating cases for further testing and troubleshooting.