Thomas Brown
Business Account Manager | Technical Support Specialist | Expert in Digital Solutions & Client Relations
- Role
- Financial Services Digital Support at Truist
- Location
- Charlotte, NC, US
- LinkedIn followers
- 500 followers
About Thomas Brown
Proven track record in implementing customer service and sales strategies that enhance…
Experience
Financial Services Digital Support
Mar 2025 — Present
Provide technical support for clients using digital platforms, including troubleshooting and resolving issues related to software functionality, system integrations, and user interface errors, ensuring a seamless experience for users.Leverage CRM tools (e.g, Salesforce, Zendesk) to manage and track client inquiries, ensuring issues are resolved in a timely manner and that customer feedback is utilized to optimize digital solutions.Collaborate with cross-functional teams, including IT, development, and product management, to identify, escalate, and resolve complex technical issues related to digital services, platform stability, and performance optimization.Utilize data analysis to identify trends in customer issues, contributing to proactive troubleshooting strategies and system enhancements to reduce recurring technical problems by 25%.Assist clients with software installations, configurations, and onboarding of new digital tools, ensuring proper integration with existing systems and providing technical documentation and training resources.Ensure clients\' digital platforms are performing optimally by conducting routine system diagnostics and performance checks, identifying areas for improvement, and offering customized solutions.Provide remote troubleshooting via chat, email, and phone support, walking clients through technical issues and providing step-by-step instructions for resolving complex problems.Document technical issues and solutions in knowledge base articles, reducing customer service response time by enabling self-service support for recurring issues.
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