Technical Support Representative skilled at resolving complex customer service issues in a timely manner.
I have over 3 years in technical and customer support roles. Effectively identifying problems using advanced troubleshooting skills.
Outstanding Technical Customer Support adept at developing customer relationships looking for an opportunity to bring exceptional team building skills to a management position in a vibrant customer service department.
Highlights
Troubleshooting proficiency
Exceptional telephone etiquette
Patient and diligent
Vast technical knowledge
LAN aptitude
Technical help desk experience
Excellent problem solving skills
Customer needs assessment
Accomplishments
Exceeded monthly goals by successfully handling more than 165 calls per week.Reduced technical escalations to management by 5%.Multiple technical awards for work performance.Received award for customer service recognition and ability to work well with the other team members.
Experience
Hardware Technical Support, 08/2013 - 2016 I3 Verticals, Inc. – Fort Wayne, IN,
Diagnose malfunctions of laptops,tablets, and desktop computers
Order hardware replacement parts for machines and provide some software driver support
Data entry
Provide remote technical support
Provide quality assurance when answering all calls
Provided base level IT support to company personnel
Resolved customer complaints and concerns with strong verbal and negotiation skills.
Displayed courtesy and strong interpersonal skills with all customer interactions.
Built and maintained successful relationships with service providers, dealers and consumers.
Maintained composure and patience in face of difficult customer situations.
Processed inbound and outbound technical support calls.
Trained new employees and explained protocols clearly and efficiently.
Researched issues on various computer systems and databases to resolve complaints and answer inquiries.
Referred difficult issues to upper management while maintaining positive rapport with customer.
Informed customers about issue resolution progress.
Supported customers having data connectivity issues.
Provided thorough support and problem resolution for customers.
Assisted customers with technical issues via email, live chat and telephone.
Provided professional customer service consultations on computer maintenance as well as basic troubleshooting techniques.
Developed and maintained positive customer relationships.
Worked with customer service supervisor to resolve customer concerns.
Researched, resolved and followed up on customer issues.
Handled a large volume of phone calls, chat and emails.
Diligently followed up with customers about existing orders.
Maintained a calm, professional demeanor when faced with high demand, high volume workloads.
Soft-sold additional services.
Devised workarounds for problems.
Researched, documented and escalated cases to higher levels of support according to internal procedures.
Reviewed support cases for technical and troubleshooting accuracy.
Identified opportunities to upsell product and services.
Assisted in process refinement to improve customer service and support.
Developed documentation for common processes for both support staff and end-users.
Created end-user self-service tools and documentation.
Contributed to a reduction in operational costs of 25%.
Education
G.E.D: , Expected in 2011 - Atlanta technical college - Atlanta, GA GPA:
: Technical Support, Expected in 2015 - CGS - Atlanta, GA GPA:
Skills
Technical Support: data entry, dispatch, upselling,
avaya, quality assurance, phone etiquette,Lenovo, IBM, Problem Analysis and resolution, Strong Communication Skills, Technical Documentation, LAN, W-LAN, Driver Support, Hardware Support, Troubleshooting, Customer Service
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