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Mike
Customer Support & Technical Troubleshooting with 5+ years in IT services
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Competencies
Delivered high-quality customer support, handling technical, billing, and account issues effectively.
Resolved technical inquiries related to Microsoft 365 tools like SharePoint, Teams, and OneDrive.
Ensured customer satisfaction through effective communication, training, and conflict resolution.
Maintained accurate records in ticketing systems to improve case tracking and reporting.
Successfully managed high-volume inquiries, meeting KPIs for resolution times and customer satisfaction.
Education
Languages
Summary
Experienced in providing technical support, customer service, and training for Microsoft 365 applications.
Key Achievements
- Provided technical and customer support for Microsoft 365 tools, resolving complex cases.
- Trained end-users on product functionalities, reducing repeated issues by 20%.
- Maintained high customer satisfaction ratings (95%+) through effective communication and issue resolution.
Experience
Technical Support Engineer – M365 Applications
Provided technical and customer support for Microsoft 365 tools including SharePoint, Teams, and OneDrive., Resolved client inquiries by email, chat, and phone, ensuring clear communication and customer satisfaction., Collaborated with internal IT teams to escalate and resolve complex cases.,...
Customer Service Representative
Handled high-volume inbound inquiries with professionalism and empathy., Assisted customers in resolving account, billing, and technical issues., Maintained 95%+ satisfaction rating by delivering timely and clear solutions., Processed requests accurately while meeting KPIs for call handling and...