At Cbeyond Byte LLC, I served as the first point of contact for subscribers and business accounts, handling product questions, account changes, and basic troubleshooting. I supported customers through the desk system, community site, and social media.
I wrote and updated 90 customer-facing help-center articles with screenshots after releases. I also reached out to lapsed and expiring accounts, bringing back 35 customers.
At Capacity Bay Inc., I supported business clients using a subscription software product by phone, email, and chat. I built a 60-article help center and knowledge base, and assisted with retention by arranging fixes for customers considering cancellation.
Earlier, at Communications Network Support Services Ltd, I answered business customer inquiries about communications services and assisted engineers with basic troubleshooting on routers, switches, and devices. Across these roles, I documented customer interactions and shared recurring issues and feedback with the team.
