Elkin Castaneda
Helping Customers Succeed Through Tech | Approachable, Patient, and Solution-Driven
- Role
- Technical Support Engineer at Rhythm Software
- Location
- Providence, RI, US
- LinkedIn followers
- 500 followers
About Elkin Castaneda
As a Technical Support Engineer at Rhythm Software, a fast-paced, dynamic SaaS startup, I provide world-class customer service and support to users of our innovative product. With over 5.5 years of experience in technical customer-facing roles, I have developed strong cross-functional skills in resolving complex customer requests, identifying trends, and collaborating across departments to facilitate product development, procedure enhancements, and bug identification.
Experience
Technical Support Engineer
Aug 2023 — Present · Atlanta, GA, US
Troubleshoot software issues to identify root causes and seek workarounds while bugs are resolved or new features are implemented.Adhere to SLAs including First Reply Time and Requester Wait Time, and CSAT rating.Identify whether a Zendesk ticket is related to a bug, a feature request, or a learning opportunity.Collaborate with internal teams including Engineering, Web Design, Implementation, Product, Sales, and others, to resolve customer requests.Maintain centralized knowledge base by updating existing documentation and creating new documentation.Facilitate ad hoc customer meetings to ensure the timely resolution of complex requests.
Education
Rutgers University School of Communication and Information
Bachelor's degree, Communication
2016 — 2018
Rutgers University
Bachelor's degree, Communication
2014 — 2018
Skills
- Event Planning
- Microsoft Word
- Social Networking
- Leadership
- Public Speaking
- Customer Service
- Powerpoint
- Microsoft Excel
- Social Media
- Microsoft Office
- Teamwork
- Time Management
- Spanish
Find verified contacts for anyone on LinkedIn
Unifers gives sales teams verified emails and direct dials, enriched profiles, and outreach that lands in the inbox.
Free plan included · No credit card required
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.