About Me
Experience
Senior Customer & Technical Support
WooX & Orderly - - Now
职位: Senior Customer & Technical Support | 时间段: 2 years | 工作内容: Responded to clients' issues, delivering high-priority support and tailored solutions and maintaining 98%+ satisfaction while ensuring service reliability. Utilized ELK log analysis & Grafana monitoring & Mysql to identify and resolve software defects, code anomalies, network failures, and infrastructure issues, improving troubleshooting efficiency. Led cross-functional collaboration with QA, Dev, and Operations teams to create and manage incident workflows, reducing resolution time and improving service continuity. Developed automated monitoring scripts for critical services, enabling real-time alerts that reduced MTTR and prevented recurring outages. Authored and refined Standard Operating Procedures (SOPs) to standardize troubleshooting and resolution steps, increasing team efficiency and knowledge sharing. Authored API technical documentation, providing clear specifications and usage guidelines that improved communication and maintainability across teams.