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Tier 1 Tech Support Analyst (Remote)
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Competencies
Provided support via live chat, email, and phone, focusing on issue resolution and rapport building.
Extensive experience with Salesforce, Zoho, CallTools, Avaya, and Genesis for customer management.
Reviewed hazardous operations, prepared safety assessments, and ensured compliance with standards.
Demonstrated excellent communication, motivation, and presentation skills in remote and on-site roles.
Led team engagement initiatives and executed project management tasks efficiently.
Education
Summary
Experienced in customer service, technical support, safety management, and team leadership across remote and on-site environments.
Key Achievements
- Maintained a customer resolution rate of 95% at Sutherland Global.
- Cross-trained new team members, leading to a 17% rise in customer satisfaction ratings at Arise.
- Participated in ongoing proprietary training to enhance problem-solving and CRM skills.
Experience
Tier 1 Tech Support Analyst (Remote)
Maintained a customer resolution rate of 95% over my tenure with the company., Uphold quality control policies and procedures to increase customer satisfaction., Participated in ongoing proprietary product training's and certifications to become more of an asset and advance my knowledge in...
Customer Support Specialist (Remote)
Cross-trained new team members, resulting in 17% increase in customer satisfaction ratings from the time I was hired., Engaged with customers through live chat, email, and phone with the goal of establishing a rapport.
Safety Manager (On Site)
Reviewed hazardous operations and critical lifts to ensure adequate protection of employees and facilities., Prepared hazard analyses and safety assessments for testing, facility and ground operations, to include lifting and handling operations., Performed safety reviews of hazardous operational...