Alexis - Help Desk Technical Support Technician

Provided remote technical support in English and Spanish to users of a global technology company, handling an average of 35 phone contacts per day.. Diagnosed and resolved hardware, software, account, connectivity, and billing issues following established procedures.. Logged each case in the ticketing system and escalated complex issues to the next level of support.. Guided users with varying levels of technical knowledge through problem resolution, maintaining high satisfaction standards.

Handled requests and incidents for approximately 140 internal users via ticketing system, phone, and chat.. Logged each case and followed up through resolution, maintaining ongoing communication with users.. Supported service restoration during a critical incident, communicating status to users and helping restore operations in approximately three days.

Handled customer inquiries and updated account records, maintaining high quality standards.

Provide remote and on-site technical support to individual clients, resolving hardware, software, and network issues.