Priority Services Support Specialist resume example with 7+ years of experience
I am experienced in multiple fields of technical support. From fixing televisions to building computers and a whole lot in between. I also have some experience in billing support since I have worked as a payment processor priority services agent. I am good in stressful situations and I am not a quitter. I have a knack for getting real into my work. I'll be honest in most cases I can sometimes forget to take breaks. probably not the best thing to say on a resume but I feel it shows how committed I am to my work and how I am not just in it for the pay-check but the experience and the satisfaction I get from finishing the projects I have started. I am looking to grow in the technology field and as a technician. I want to learn new things and master my profession. I get satisfaction in solving issues and I love helping people. I know that does sound sappy but I am serious in saying that I care about people and this is why I tend to gravitate towards things that give me the opportunity to fix things for people. I am good at it and I want to get even better at it. Just know that if you hire me you won't regret it because unlike a lot of people who might apply I'm in it to grow in my chosen field and I promise you you won't find an applicant with a better work ethic.
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- I started off as an SNB (Small New Businesses) Agent and my primary responsibilities were assisting small businesses with their processing questions.
- Stripe is one of the leading payment processors right now so I had my hands full with the amount of requests I had to handle on a daily basis, for this reason multitasking became a normal part of my routine.
- I mostly handled genJessica and general questions related to the processing service and also assisted in explaining and walking through features and processes of the Stripe Dashboard (Software our customers use to manage their companies incoming payments)
- After 5 months working as a SNB agent I was asked to move into an advanced position called Priority Services.
- As a Priority Services agent it was my responsibility to manage our important clients and handle genJessica and general questions at a more advanced level. (Examples of companies I handled issues for: Amazon, DoorDash, Lyft, etc.)
- I am currently employed there now
- As a Pro-Support technician it was my job to speak with I.T. Professionals from all over the United States and Canada and provide both insight and guidance on how best to approach technologically complex issues and assist in resolving them.
- I would troubleshoot and diagnose both Hardware and Software related issues. Mostly Hardware.
- I also would review requests made by I.T. Professionals for replacement components and or systems and determine if they were approved and dispatched or denied.
- I took several phone calls a day and for every call I took I created a Case Ticket to later reference and follow up to ensure everything was resolved and all issues and questions were addressed. This meant there was quite a bit of case management involved.
- There is Customer Service involved.
- The best way to summarize this job position was I was the I.T. Professional that the I.T professionals turned to when things got too complex to handle.
- I worked for Spectrum Communications as an over the phone Television Repair Technician. My main job was to troubleshoot and Diagnose issues with TV's and provide instructions to customers on how best to fix the issues. From issues as complex as signal strength to as simple as input settings on their television.
- If I was not able guide the client to a solution or for any reason the issue needed a more hands on approach one of my responsibilities was to dispatch a Field Repair Technician to help solve the issue.
- This was a very customer service focused job as the majority of the time the people calling in are having issues and are very frustrated or distraught. I had developed various soft skills through my 4 years working there.
- I also did a lot of Billing and accounting there.
- Towards the last year I worked there I was a Escalations Supervisor. If someone was upset and requested a manager, I would take over the call and use my advanced knowledge on repair and years of experience in soft skills to resolve their issues and hopefully calm them down all while taking two chats with regular representatives under me answering their questions and helping them resolve issues.
- This job required a lot of multitasking.
- My main job involved building Oxygen Concentrators (The devices that held the Oxygen tanks and help people breathe)
- When I first stated I work 2 parts of the line.
- First was the chassis cover. I had the assemble the entire plastic outer shell of the Unit, including the Button assembly.
- Second I had to Insert the Circuit Board and connect the appropriate wires tightly and ensure no small fragile component or parts were damaged in the process. On top of that I would have to tie wires down and manage their placement inside the unit in order to ensure nothing touched or interfered with anything else in the system.
- I would then insert the refillable integrated oxygen tanks and close up the system.
- I basically built a tiny computer out of parts and wires, most of which I built myself before placing in the system.
- In the later months of my employment at Invacare, there were cut-backs so I lost the people at the station behind me who built the Power supply for the Unit and connected the Two integrated tanks into 1 piece. I was trusted to man the entire build of the machine after only a few months of production.
- I manned an entire factory line myself and matched production of some of the other lines (not all)
- I received employee of the month 4 times in my career at Convergys Corp.
- I voluntarily created a knowledge base tool for Convergys Corp. for agents to quickly access knowledge documents, removing the hassle of signing into a 3rd party software that was unreliable and slow. This increased productivity and decreased call handling time floor wide.
- I managed this knowledge base until I decided to move to Dell to further my career. Regularly updating it and improving it.
- I became a escalations manager at Convergys Corp. helping customers and Tier 2 Representatives alike resolve complex technical issues.
- Dell Computer Repair Certification
- Hardware
- Software
- Years of experience in technology related fields
(Experience is far more important then any paper in my opinion)
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Resume Overview
School Attended
- Deltona High School
Job Titles Held:
- Priority Services Support Specialist
- Dell Professional Support Technical Specialist
- Video Repair Technician Tier 2
- Factory Line Worker
Degrees
- High School Diploma
By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy