Samer Baskhayroun

About Samer Baskhayroun

You will see from my resume that I am Software Engineer with number of significant…

Experience

1. Client Success Support Engineer

   Velosio

   Sep 2022 — Present

   Provide accurate and timely follow-up, escalation (if necessary), and resolution to technical support issues during implementation, setup, normal operations, and complex or mission critical system down situations to maintain and increase client satisfaction. • Performs all procedures completely and accurately. This includes following documented problem diagnosis and troubleshooting procedures, documenting, and coding incidents properly, and providing customers with proper documentation (i.e, case number, referral information, etc.). • Provide timely updates to Call tracking System by logging support incidents, telephone calls, and other communications accurately. • Sets appropriate expectations with Customers and Partners on every case and follows through to meet those expectations. • Participate in continuing education opportunities to extend product knowledge via online training, etc. • Proactively promote client education opportunities including Aspire and other customer events and webinars. • Assist in supporting Velosio internal ERP systems as requested. • Use internal systems and processes to maintain client relations and business operations. • Document services rendered using Velosio time and expense billing system