Yuhang Liu

Responsibilities:

• Work directly with customers via web portal, online meeting and email to resolve technical issues
• Contribute to general product issues and FAQs by composing KB articles to document solutions for known issues
• Collaborate with other teams such as the Customer Success team, R&D team and the Escalation team
• Mentor new hires on certain products as required

Achievements:

• Provide technical support across 5 Talend products
• Product SME for Stitch ETL
• Intercom Customer satisfaction rating 96% topbox (team average 88%)
• Salesforce Case-close survey 100% top box
• Provided mentorship to 4 new hires to get started with Stitch ETL
• Participated in the testing phase of a product migration project

Responsibilities:

• Handled customer service tickets and responded to queries about product malfunctions, how-to questions, customization and feature requests
• Maintained up-to-date knowledge of products and services
• Worked closely with the R&D team to fix user-reported bugs and implement new features

Achievements:

• 100% top box of close case survey
• Closed 200+ support cases in year 2021 (#1 in the Beijing support team)