Tier 2 Technical Support Resume Example Mobivity

TIER 2 TECHNICAL SUPPORT

Summary

I am a Technical Customer Service Specialist with a vast knowledge of web applications, software and framework seeking to assist clients in all troubleshooting endeavors. Hard working with strong commitment. Disciplined, Determined and Motivated. An asset to any team. I am extremely focused on completing the task at hand quickly and on time.

Qualifications

Troubleshooting proficiency
Exceptional telephone etiquette
Patient and diligent
Microsoft Office expert
Android OS Support
iOS Support
Call Calibration

Infusionsoft CRM Expert
ZoHo CRM
NetSuite CRM
ZenDesk CRM
GoToAssist
GoToMeeting
Join.me
Ring Central Meetings
JIRA

Experience

Tier 2 Technical Support
November 2015 to May 2016Mobivity - Chandler, AZ

Provided real-time support to everyday users of Smart Receipt.
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.
Trained new employees and explained protocols clearly and efficiently.
Referred difficult issues to upper management while maintaining positive rapport with customer.
Assisted customers with technical issues via email, and telephone.
Developed and maintained positive customer relationships.

Tier 1 Technical Support
October 2014 to November 2015Infusionsoft - Chandler, AZ

Provided real-time support to everyday users of Infusionsoft.

Developed and maintained positive customer relationships.
Researched, resolved and followed up on customer issues.
Handled a large volume of phone calls, chat and emails.
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.
Created new account, reset passwords and configured access for users.

Operations Support Specialist
November 2013 to August 2014Mobivity - Chandler, AZ

Provided real-time support to everyday users of Smart Receipt.
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.
Trained new employees and explained protocols clearly and efficiently.
Referred difficult issues to upper management while maintaining positive rapport with customer.
Assisted customers with technical issues via email, and telephone.

Customer Specialist
February 2013 to November 2013Verizon Wireless - Chandler , AZ

Troubleshooting mobile phones and internet devices
Displayed courtesy and strong interpersonal skills with all customer interactions.
Support customers with online billing and account issues. Informed customers about issue resolution progress.
Troubleshooting iOS and Android OS.
Assisted customers with technical issues via email, live chat and telephone.

Education

Associate of Arts : General Studies, 2009Shasta College - Redding, CA, United States

Bachelor of Arts : Computer ScienceUniversity of Arizona - Tucson, AZ, United States

Resume Overview

Companies Worked For:

Mobivity
Infusionsoft
Verizon Wireless

School Attended

Shasta College
University of Arizona

Job Titles Held:

Tier 2 Technical Support
Tier 1 Technical Support
Operations Support Specialist
Customer Specialist

Degrees

Associate of Arts : General Studies , 2009
Bachelor of Arts : Computer Science

Tier 2 Technical Support Resume Example

Resume Score: 80%

Resume Overview

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