Luca Alexandru

As a Level 2 Functional Support Engineer, I have been the first point of contact for resolving, completing, and escalating various requests, incidents, and bugs raised by users within the project scope.

The project focused on the aerospace industry, where our Level 2 team provided exceptional user and customer support through a ticketing platform, ensuring timely resolution of reported issues.

My primary responsibility at Level 2 was to manage and resolve critical incidents and impacts, where I also gained valuable experience as an Incident Manager.

Responsibilities:

Provide product support for customers' moderate to complex phone, email, social media, and chat inquiries.
Diagnose and resolve a wide range of challenging support issues related to product or service faults.
Record and classify client interactions and problems accurately.
Consistently resolve a volume of tickets each month equal to or greater than the team's average.
Act as the focal point for difficult support issues, escalating to Tier 2+ seniors and product teams when necessary.
Identify and implement enhancements to current practices and procedures.
Mentor and assist less experienced team members with client difficulties.
Contribute to the knowledge base to support team and customer needs.
Ensure effective management of ticket queues, consistently meeting Support SLAs and SAT goals.

Daily Technical Abilities:

Collaborate with the Billing team to investigate customer invoices, payment activities, and possible refunds in accordance with terms and conditions.

Work with the Fraud team to address possible fraudulent activities involving payments and invoices, passing information from the Billing team to aid investigations.

Assist clients with email deliverability issues, including delivery to spam folders, throttling, bounces, blocked emails, IP reputation, and IP warm-up.

Set up and troubleshoot Sender Authentication protocols
(SPF/DKIM/DMARC).

Analyze and break down email headers for troubleshooting.
Utilize Postman or cURL to make API queries, test functionality, and report defects to the Product and Engineering teams.

Test platform functionality and report any defects to the Product andEngineering teams.

Use SQL to examine internal logs and assist in resolving client problems.

Test client API requests and provide optimal solutions through JSON code evaluations.

Assist customers with HTML/Templates-related problems.
Manage and track customer issues and tickets using various channels (chat, tickets, phone, meetings).

•Acted as primary support for core applications, providing
comprehensive desk-side support.
• Logged service and support calls using internal company software.
• Determined issues causing performance problems and implemented
troubleshooting methods to prevent system failure.
• Performed diagnostics and troubleshooting via phone, accurately
relaying instructions to staff.
• Promptly responded to and resolved staff issues within KPI timeframes.