3 years of being in customer service and 6 years as a subject matter expert / T2 technical support for a VPN company where I handled escalations and assist tier 1 agents on inquiries and questions regarding the product or processes in place. My role as a subject matter expert for 6 years includes identifying trending issues real time and analyzing different data related to it. We also communicate with different teams and departments openly to make sure that the issue is addressed as soon as possible.
