Customer Support: A Day-in-the-Life of Stephanie Valadez

Proxibid staffs a Customer Support team 7 days a week, operating from 7 AM to 10 PM central, to provide technical assistance and troubleshooting for buyers and sellers. Our department is not a scripted call center but a team of real-live experts on the Proxibid platform, operating out of our headquarters in Nebraska. If you’ve got a question, they’ve got the answer in Spanish or English.

Stephanie Valadez joined the Proxibid team in June 2015 and has quickly become an integral part of the Customer Support staff.

Stephanie Valadez - Customer Support Professional

Here’s a day-in the-life of Proxibid Customer Support Professional, Stephanie Valadez:

7:00 a.m. – provide support to buyers for an auction in Europe. In addition to our Omaha, NE headquarters, Proxibid also has an office in London. Even when an auction takes place outside of American business hours, our support staff is online in case a buyer needs assistance during the event.

8:00 a.m. – check emails regarding open support tickets. Once a Customer Support Professional takes a phone call or answers an email from a buyer, the individual will follow the case from beginning to end. Unless the case requires resources from another department or manager, someone on Proxibid’s support team will “own” a case and follow it until a resolution is reached.

8:30 a.m. – speak with a buyer who needs additional information about an item. Our support team not only provides technical assistance, but also works as an intermediary between buyers and sellers when a question arises about an item or an event. Proxibid’s support professionals help buyers understand item descriptions, terms of sale, buyer’s premiums, shipping, and much more.

9:30 a.m. – follow up with an account manager to clarify the terms of sale for an upcoming auction. Every seller has a dedicated account manager who works with their clients to implement best practices, and customer support works closely with account managers to answer questions for buyers.

11:00 a.m. – answer an email in Spanish from the “Contact Us” form. Not only can Proxibid users reach our customer support team by phone, but also via email by clicking “Help” and “Contact Us”. All emails go directly to customer support with both English and Spanish speakers standing by to answer questions. Stephanie is bilingual and is a go-to team member when buyers need assistance in Spanish.

12:00 p.m. – help a buyer launch the live bidding application. Every support professional is an expert in running the live bidding application. In this case, Stephanie finds the buyer has an outdated browser. She walks the user through the update process.

Customer Support Stephanie Valadez

1:00 p.m. – outreach to buyers about outstanding documentation for an upcoming auction. Some sellers on Proxibid require more information from bidders than those typically collected in the user’s registration. Stephanie reaches out to interested buyers to ensure they are informed and have submitted all necessary paperwork to participate in an auction.

2:00 p.m. – communicate anything important to the next group of support staff. Proxibid’s Customer Support Team is staffed around the clock to ensure buyers can reach Proxibid whenever they need assistance. When Stephanie leaves for the day, she communicates with her supervisor if there is anything important the next group may need to know – ensuring every customer receives a timely answer to their questions.