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Edison YuzonAI Developer
All expertise

Customer Service & Technical Support

Eleven years of customer service and technical support by phone, live chat and email, for American Express, Google, Comcast and Uber.

I've spent eleven years on the other end of the line. I listen first, find the real cause, fix it properly and make sure the customer knows exactly what happens next.

11

years in customer-facing support

4

global brands supported

3

channels: phone, live chat, email

Where I've done it

  • American Express

    Customer service

    4 years

  • Google

    Customer support

    4 years

  • Comcast

    Customer support

    1 year

  • Uber

    Non-voice support

    2 years

The demos below are fictional sample scenarios, not real customer conversations.

Support skills

01Live chat

Three chats open, each one handled properly.

The situation
Customers in chat expect fast answers, and an agent often has several conversations going at once.
How I handle it
The same five steps in every chat: acknowledge, verify, investigate, resolve, then confirm before closing.
What the customer gets
A quick, personal answer that fixes the problem, without feeling like a script.

Support chat

Sample scenario

My chats · 3 open

Maria G.

Refund not received

Customer mood: Frustrated

Replying as me

What I'm doing

  1. 1

    Acknowledge

    Name the problem and the feeling first, so the customer knows they were heard.

  2. 2

    Verify

    Confirm who they are and exactly which account or order, before changing anything.

  3. 3

    Investigate

    Check what actually happened instead of guessing, and say what I'm doing while I look.

  4. 4

    Resolve

    Give the answer in plain words, with what happens next and when.

  5. 5

    Confirm & close

    Check it worked, offer anything else, and close warmly.

02Technical support

Troubleshooting: one question at a time.

The situation
A customer says “it doesn't work”. There are a dozen possible causes, and guessing wastes their time.
How I handle it
Each question rules out half the causes, in an order that tries the quick fixes first and escalates with the evidence.
What the customer gets
A fix in minutes when it can be fixed, and an honest handoff, with nothing to repeat, when it can't.

Try it: pick a problem, answer as the customer

Sample flow

Question 1

What happens when the customer tries to sign in?

Why I ask: The exact symptom splits the problem in half straight away.

Case notes so far

Every answer is written down as we go, so if this needs a specialist, nobody asks the customer the same thing twice.

03Phone support

A difficult call, start to finish.

The situation
The customer calls already upset. One wrong phrase and the call is about the agent, not the problem.
How I handle it
A steady structure: greet, verify, listen, diagnose, resolve, recap, close. With wording that lowers the temperature.
What the customer gets
Someone who listened, explained it plainly and fixed it, in one call.

Billing call

Sample scenario · transcript only, no audio

Dan · Billing question

On call · 0:00

Customer mood Upset

Incoming call…

Why

Pick up within a few rings, and smile: it's audible.

Words that lower the temperature

Tap a card to see what I say instead.

04Email & tickets

Written replies that only need sending once.

The situation
A vague reply leads to a second email, then a third, and an unhappy customer by the end of the week.
How I handle it
Replies that answer first, give numbered steps with real dates, and say who owns it until it's done.
What the customer gets
Everything they need in one email, and no reason to write back.

Ticket #T-20481

Sample ticket
  1. New
  2. Open
  3. Replied
  4. Solved
AR

Ana R.

Charged, but my order says cancelled??

Priority: high · paymentCategory: refund

Hi, I ordered a lamp on Monday and I was charged $54.20, but now the order page just says cancelled. Nobody told me anything. Where is my money?

Reply sent

Hi Ana,

I'm sorry for the worry. A charge on an order that says “cancelled” is confusing, so I've looked into it for you.

Your order was cancelled because the item sold out after you paid. The $54.20 has already been refunded to your card ending 2210.

What to expect: 1. The refund shows on your statement within 5–7 business days. 2. If it isn't there by Nov 19, reply here with a screenshot and I'll trace it with the bank.

If you'd still like the item, I've turned on a back-in-stock alert for you, so you'll hear first.

I'll keep this ticket open until you confirm the refund arrived. Customer Support

05Escalation & teamwork

Handoffs the next person can act on.

The situation
Some issues need a specialist. A vague handoff means they start over, and the customer explains it all again.
How I handle it
One structured message in Slack or Teams: who, impact, what I tried, what I need, what I promised. Then I close the loop.
What the customer gets
A specialist fixes it faster, and the customer hears back from the person they started with.

tier-2-escalations

Sample thread · Slack / Teams style

What every handoff covers

Ticked as the thread plays.

  • Who, and that they're verified(not yet)
  • How badly it affects them(not yet)
  • What's already been tried(not yet)
  • Exactly what I need(not yet)
  • What the customer was told(not yet)
  • Close the loop with the customer(not yet)

Channels & tools

Where I talk to customers.

Every channel has its own pace and tone. I've worked all three, plus the team tools behind them.

  • Phone / voice

    Live calls handled start to finish, from the greeting to the recap.

  • Live chat

    Several conversations at once, each one personal and on topic.

  • Email & tickets

    Written cases worked through a queue, with clear replies and follow-up.

  • Slack & Microsoft Teams

    Escalations, handoffs and quick checks with specialists and team leads.

I also build tools for support teams: see AI Automation for inquiry routing and Data Analytics for reporting.

Need someone your customers will be glad they reached?

Phone, chat or email, customer service or technical support. Tell me about your team and your customers.

Start a conversationAbout me

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