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City, State, Zip Code
Home: 000-000-0000 | Cell: 000-000-0000
email@email.com
Customer service focused Technical Support Specialist with 15 years of career experience in help desk environments. Highly adept in systems analysis, diagnostics, and troubleshooting and conflict resolution. Exhibits excellent organizational and problem-solving skills. Works well in team environments and displays strong work ethic.
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- Keep customers informed of progress during issue lifecycle and make follow-up calls or communications in a timely manner.
- Assist team members and provide support and solutions to customer queries to meet company objectives.
- Maintain updated knowledge of company products and services to better provide customer support and service solutions.
- Accessed and documented procedures, tools, and manuals to provide support on company-supplied hardware and equipment.
- Gathered customer and technology information to determine technical support level; elevate calls to appropriate support level as necessary.
- Accurately processed and documented call transactions using tracking software.
- Provided first-level technical support to end users on proprietary software and applications, including installation, basic usage, and appropriate service level to warranty.
- Performed troubleshooting techniques over the phone or via web messenger to identify and resolve issues.
- Established patterns to reoccurring issues and provided input to development teams.
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