Michael Toro
Westchester County - Area Representative at Fellowship Of Christian Athletes
Based in Ossining, United States
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Seniority
Other
Department
Other
Location
Ossining
Industry
Non-profit Organizations
Company size
2.8K
Contact information
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m•••••••@fca.org
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Background
About Michael Toro
Software Experience: Microsoft Office (Word, Excel, PowerPoint, Outlook Express) NetSuite ERP FreshDesk ZenDesk HighJump Costco CAT (Correspond and Track) Request Portal EuroCave Support Portal (SalesForce) Newco Request Portal Responsibilities (Wine Enthusiast): Handle incoming technical support calls ranging from troubleshooting to basic explanation of the wine cellar functions Enter Newco work order request to initiate warranty repair calls Assist Newco/ Third-party service technicians while on-site with troubleshooting, part installation or ordering parts necessary for repair Collaborate with manufacturers to obtain service manuals, wiring diagrams, inspection reports, schematics & parts list Manage manufacturer's support documentation & store them in SharePoint which is shared by the Technical Support Department Assist with training new employees Advise Inventory Department to order replacement cellar parts and/or set-up SKU numbers in NetSuite Respond to FreshDesk tickets from customers or colleagues in a timely fashion Sift through Technical Support's overdue FreshDesk tickets and address those that are active/ escalated or close those that have been resolved Assist Costco concierge service with supporting their members' wine cellar purchase Provide Costco concierge service with updated delivery information or assisting with any delivery complications Aid B2B Department with Technical Support for vendor exclusive wine cellars Mitigate Transit complications for B2B & its merchants Manage EuroCave portal by assisting customers with recent or late model wine cellar support Compose support documentation and automated responses Initiate discussions/ meetings on future plans to make the Technical Support Department more efficient/ effective Expedite resolutions for customers who have reached an escalated status with a service situation Traveled to customers' homes (pre-pandemic) to provide expediated service when warranty repair service is lagging or unavailable Pick/ Pack/ Ship parts and/or samples from corporate office that may be out-of-stock or in transit from the manufacturer
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