Alastair B.

Technical Support, Tech Writer, Translator English/Spanish

Strong all-rounder with over 20 years experience in technical support tier III, development and systems testing. Current position Tap to Sign Technical Support tier III Jan 2024 - to date Acting as a Technical Support Agent tier III for Tap to Sign, E-sign platform for car dealerships (Upwork). Excellent back end and web development experience, using Laravel, PHP, XAMPP and MySQL Server. - Trained new technical support agents and shadowed them as they learnt the system. - Acted as an application expert on the client’s software, to resolve client issues via phone, email and support chat as quickly as possible. - Handled all types of customer issues, to the highest standard, to complete resolution. - Created multiple reports for management, daily weekly, deals completed, bug reports, client reports etc. - Ran extensive system testing: Bug testing Regression testing Process testing Stress testing Mobile application testing etc. - Prioritized customer issues and kept management apprised every step of the way. - Gained excellent knowledge of multiple DMS (Dealer Management Systems) applications, such as: DealerTrack DealerCenter DeskManager Frazer Tekion AutoMate Others - Excellent knowledge of other car dealership and warranty platforms, such as: Route One Carfax VAuto - Assisted customers in English and Spanish. - Made corrections in customer accounts on the phone and via screen sharing to allow them to complete the sales process as quickly as possible so as to not affect their business. - Installed the application extension, .exe and printer on client devices via screen sharing (TeamViewer) and tested to ensure it was working correctly. - Sent out documents for re-sign where required. - Onboarded new clients and trained them on how to use the application. - Learnt and followed system processes to make controlled updates to complex, large accounts with multiple users and locations. - Documented and recreated bugs, tested the fix and followed it through to completion. - Created new accounts and integrated the customer’s DMS. - Did full OCR (Optical Character Recognition) document training. - Cold-called new dealerships for leads. - Provided outstanding customer service. - Sent new forms off for design and ensured they met industry standards. - Worked with multiple state DMVs (Department of Motor Vehicles) to ensure the client’s application was compliant with state law and regulations. - Worked closely with the IT department on system corrections. - Joined management meetings. - Assisted clients with the Tap to Sign iOS mobile application. Other skills: Extensive experience in Command Prompt development. Experience in Docker and Nginx server. Excellent debugging skills. Strong technical support experience (adding functionality, making changes to customer system profiles, changing permissions and account management). Extensive experience in remote systems testing, beta testing, pull requests, and collab tools. Detailing company processes, writing company documentation, proofreading. Project management skills, employee and task management, meeting deadlines. Customer service skills, problem solving. Completing stalled projects and working with others to ensure projects meet company standards and deadlines. PHP Development, tech support and tester, perfect for US timezones. Data entry and data accuracy. British national living in Mexico Bilingual English/Spanish. Competent French. Experience in sales, marketing and writing convincing sales documentation. Proactive approach to problems, quick learner with little guidance needed. Strong knowledge of Chrome Browser Extension, hosting services (AWS) and domain management services (NameCheap) etc.