Eric Lee
Business Analyst @Cision
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WORK HISTORY
Business Analyst @Cision
Washington, DC, US
Maintain communication portals for live product support for customers including phone calls, live chat, email, and portal cases. Provide live step by step product support to clients for rapid resolutions. Troubleshooting technical issues to diagnose errors on across all CISION applications. Create diagnostic reports to escalate to product developer tickets and tasks. Cross Browser Testing to optimize CISION Application’s user experience. Demonstrating ownership and ability to follow case issues to resolution and client satisfaction. Deliver product / testing diagnostic reports to management to ensure future product requirements are documented. Create user documentation for common trouble shooting errors for team resources. Create user guides for all CISION applications to deliver to both CISION team members clients to reduce redundant ticketsand requests. Create use-cases for all functional requirements on product delivery.
EDUCATION
University of Maryland Baltimore County
Bachelor’s Degree, Management Information Systems and Services/MBA Preparatory Certificate
SKILLS
ABOUT ERIC LEE
Employee management, statistics, business spreadsheet, technical writing, customer…
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