This is my profileContact via CazVidElizabeth
Technical Support Specialist with 5+ years in Customer Service and Troubleshooting
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Competencies
Provided troubleshooting and resolution for hardware, software, and communications issues, supporting customer and technician inquiries.
Responded to customer inquiries via calls, emails, and chats, ensuring timely and effective issue resolution.
Diagnosed complex technical problems related to telecom services and coordinated appropriate resolution steps.
Effectively communicated technical information to customers and team members to ensure clarity and resolution.
Supported colleagues and escalated issues effectively within support hierarchy to improve service delivery.
Education
Languages
Summary
Dedicated support professional with over 5 years in troubleshooting, escalation management, and customer service across telecom industries. Skilled in resolving hardware, software, and communications issues with a focus on customer satisfaction.
Key Achievements
- Progressed from frontline support to escalation desk, demonstrating role development and increased responsibility.
- Handled diverse technical issues related to hardware, software, and wireless communications across multiple levels of support.
- Contributed to customer satisfaction improvements via effective issue resolution and structured escalation assistance.
Experience
Technical Support
Respond to customer inquiries via inbound/outbound calls, emails, casework, and chats., Identify, troubleshoot, document, and resolve customer inquiries based on the following topics: Hardware, Software, Wireless communications, OTAP (Over-the-Air-Programming), Account management (billing),...
Consultant Technical support Tr1
Assisting customers with their home services issue (Phone, Internet and TV), Basis troubleshooting, Billing information, and Scheduling Technician to premise if needed (Working with ATT Uverse Services).
Consultant Tech support Tr2
Assisting Technicians with Installation or repair order, providing information about possible issues with activation in services order, Through inbound Chats (Working with ATT Company, and DTV).
Consultant Tr3 Escalation support
Helping tr1 consultant to correct order errors and corrections, and make escalation if needed, through chats (DTV installation and repair service).
Escalation Desk Support
Providing support for new Tr1 consultants through Chats, taking supervisor call, and following up surveys list to improve customer experience.