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Fernando
Remote Tech Support Agent with 5+ years in HVAC assistance
Video resume
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Competencies
Provided technical assistance and support to customers via phone, email, and video call.
Effectively communicated technical information to non-technical clients and team members.
Diagnosed and resolved HVAC and thermostat issues over the phone and video calls.
Led onboarding and training sessions for new customer support agents.
Managed scheduling and coordination of installation crews and service appointments.
Education
Summary
Experienced technical support agent with over five years of expertise in HVAC systems, thermostats, and customer service, proficient in handling diverse communication channels including phone, email, chat, and video.
Key Achievements
- Handled over 300 customer inquiries weekly via calls and email at Resideo.
- Provided technical support for thermostats and home security products, ensuring customer satisfaction.
- Trained and mentored new support agents, improving team onboarding and performance.
Experience
Dispatcher & Scheduler
In charge of scheduling and dispatching 4 construction installation crews weekly., Providing necessary information and documentation to crews., Scheduling inspections, pending services, permit pick up and drop off., Handling phone calls to the company regarding material ETA, install ETA or client inquiries.
Sr. Support Agent
Attending calls from customers needing technical support for Thermostats or Home Security related products., Following up with customers regarding their warranty orders., Assisting customers with registering, wiring, and installing through phone or video calls., Meeting weekly targets of 300+ customer inquiries via phone and email., Tracking trends in customer feedback regarding the customer experience., Collaborating with management to determine the root cause of various issues.
Team Lead
Assisting players via tickets for the Game of Thrones: Conquest game., Handling gameplay issues, purchase order discrepancies, and 3rd party linking., Training new agents for onboarding and player support., Analyzing responses and solutions taken during training and grading via scorecards., Providing feedback and coaching based on Scorecards.