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Customer Support RepresentativeAug 2018 - Feb 2019 (6 months)
Worked with external mentor representatives to address customer needs. Exceeded team goals and collaborated with the staff to implement customer service initiatives. Assisted multiple customers per a 9 hr basis, greeting with an upbeat attitude and respect. Achieved high customer satisfaction scores by de-escalating complaints quickly. Prevented key account losses by researching discrepancies for corrective action.
Remote System Support EngineerJun 2017 - Aug 2018 (1 year)
Handled troubleshooting tasks related to the components for Local Area Networks, Wide Area Networks, and voice systems. Assisted customers by providing exemplary helpdesk service and support Delivered an exceptional level of service to each customer by listening to concerns and answering questions.
Technical Support SpecialistJan 2010 - Jun 2017 (7 years)
Conferred with vendors to obtain replacement hardware or software and escalate more complex concerns. Documented repair processes and helped streamline procedures for future technical support actions. Multitasked across systems and applications and resolved a broad range of technical issues. Communicated with customers to identify issues, walkthrough solutions and initiate corrective actions to restore service and functionality.