Amber Mazzeo
Experienced Support Engineer | Project Management Development | Helping brands grow behind the scenes through smart systems and strategy.
- Role
- Technical Support Engineer at SugarAI
- Location
- Myrtle Beach, SC, US
- LinkedIn followers
- 500 followers
About Amber Mazzeo
As a seasoned Technical Support Engineer and Digital Implementation Specialist, I combine…
Experience
Technical Support Engineer
Mar 2015 — Present
Deliver high-quality technical support across multiple channels, resolving most cases on first contact and streamlining troubleshooting through accurate documentation and diagnostic tools.Build strong client relationships through clear communication, active listening, and consistent follow-ups, ensuring customer satisfaction and long-term trust.Serve as a Subject Matter Expert in Sugar Automate and DocMerge, enabling faster resolution of high-priority issues and improving customer satisfaction scores.Partner with engineering and product teams to resolve complex cases, performing root cause analysis that reduces repeat issues by an estimated 25% and influences quarterly product enhancements.Mentor junior team members, decreasing onboarding time by 30%, and contribute to industry credibility by editing and updating SugarCRM certification exam content.
Education
Emmanuel College
Bachelor's Degree
2000 — 2004
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