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Tier 2 Technical Support Resume Example

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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 2016 Mobivity - 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 2015 Infusionsoft - 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 2014 Mobivity - 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 2013 Verizon 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, 2009 Shasta College - Redding, CA, United States
Bachelor of Arts : Computer Science University of Arizona - Tucson, AZ, United States
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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

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