enterprise technical support chat phone agent resume example with 16+ years of experience
- 609 Johnson Ave.49204TulsaOK 100 Montgomery St. 10th Floor
- (555) 432-1000
- resumesample@example.com
- Date of Birth:
- India:
- single:
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Polite and professional phone/chat agent, successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
Enthusiastic phone/chat agent, eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of troubleshooting and resolving customer issues. Motivated to learn, grow and excel in Computer industry.
Experienced technical support with over 17 years of experience in call center support agent. Excellent reputation for resolving problems and improving customer satisfaction.
Upbeat Customer Service professional bringing 17-year background in call center settings. Well-spoken and friendly with excellent practical problem-solving skills. Accustomed to working in team-oriented, fast-paced environments. Expertise in using diplomatic communication to defuse escalated situations.
Diligent Phone Agent known for being a capable, well-trained employee. Exceptional professional and empathetic skills. Pursuing a new role where hard work and dedication will be highly valued.
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Dell Technologies – City, STATE
- Assisted customers by listening closely, troubleshooting to find the best solutions to hardware failures.
- Worked closely with each customer to carefully resolve issues within timely fashion per customer warranty.
- Remedied issues quickly and within parameters of company-mandated policies and procedures.
- Remote into customer server to update drivers and firmware if needed.
- Remote into customer server to assist with installation of Windows Operating Systems.
- Analyzed complex production server issues and worked on large enterprise and business-critical applications/servers.
- Cultivated relationships with new customers and maintained good partnerships with existing clients.
- Handled inbound customer chat and phone conversations to troubleshoot server hardware issues and basic Windows server operating system issues.
- Documented all customer information accurately in computer system, providing dated notes for future reference.
- Resolved hardware failure issues over phone and in chat.
- Handled over 12 calls per shift or 20 chats troubleshooting hardware issues and dispatching needed parts for resolution.
- Diagnosed and dispatched parts for all Poweredge server hardware failures.
- Escalated to internal departments when needed to make sure all customer questions and concerns are resolved to their satisfaction.
- Followed-through with customers on all critical inter-departmental escalations to increase customer quicker resolutions.
- Reached out to customers after dispatched service calls were completed to make sure all issues were resolved to customer satisfaction and make sure no unresolved issues were present.
- Managed timely and effective replacement of failed or missing components for servers as well as desktops/ laptops.
- Met all customer call guidelines including service levels, handle time and productivity.
- Recommended component upgraded to customers, thoroughly explaining details of compatibility.
- Delivered excellent customer service, resulting in consistent 95% customer satisfaction rating.
- Handled chat customers in fast-paced call center setting in coordination with solid team of 21 customer service associates.
- Followed up with customers concerning any unresolved issues and engaged manager/team lead if needed to maintain high standards of customer service.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise if needed to find appropriate solutions.
Dell Technologies – City, STATE
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Built and provided basic end-user troubleshooting and desktop support on Windows.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Documented all transactions and support interactions in system for future reference and addition to knowledge base.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Performed tests of functionality and performance of different workstations and devices.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Helped streamline repair processes and update procedures for support action consistency.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Installed, modified and repaired software and hardware to resolve technical issues.
Dell Technologies – City, STATE
- Provided Tier 1 Technical support to non-technical end users through desk side support services.
- Provided basic and complex end-user troubleshooting and desktop support on Windows Operating Systems, and some experience with Linux and VMware.
- Resolved issues with systems, hardware and telephones quickly and accurately.
- Conducted in-depth product and issue resolution research to address customer concerns.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Analyzed hardware failures and basic software issues to identify troubleshooting methods needed for quick remediation.
- Used Salesforce ticketing systems to manage and process support actions and requests.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Submitted service tickets for equipment maintenance requests.
- Managed high levels of call flow and responded to warranty technical support needs.
- Assisted in installation of drivers and firmware updates for components to eliminate problems and protect data.
- Documented all transactions and support interactions in system for future reference and addition to knowledge base.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Installed basic software to resolve technical issues.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across North America time zones.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Wrote and reviewed tickets to request maintenance to various types of hardware failures.
- Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Texas State Technical College - Waco - Waco, TX
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Resume Overview
School Attended
- Texas State Technical College - Waco
Job Titles Held:
- Enterprise Technical Support, Chat/Phone Agent
- Technical Support Technician Chat
- Technical Support for Desktop and Laptops, Phone
Degrees
- Associate of Science
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