This is my profileContact via CazVidZamavuso
Technical Support Agent
Contact
Competencies
Demonstrated experience with Problem Solving.
Demonstrated experience with Communication.
Demonstrated experience with Typing.
Demonstrated experience with Time Management.
Demonstrated experience with Teamwork.
Education
Summary
Technical Support Agent open to new opportunities
Experience
Technical Support Agent
Managed Prepaid customer inquiries for 3 years, issues like Sim swaps, handsets blacklisting, line suspension, network settings, phone setup, number porting, roaming, airtime and data loading, etc.. Transitioned to the Fibre Technical Support team for the last 2 years, resolving bill disputes from contract customers, new fibre applications, upgrades and downgrades, connectivity issues, router setups/configurations, customer retention,cancelations, etc.. Escalated complex issues to Internet Services Providers (ISP's) like Vumatel, Frogfoot, Metrofiber, Octotel, Purple Forest, Openserve, etc.. Handled and resolved social media complains, from customers on platforms like Helopeter, Twitter, and Facebook.
Customer Service Advisor
Assist international customers(USA) with their online shopping inquiries, from making new accounts, order placements, lost orders, refunds, exchanges, returns, website navigation, product information, price matching and adjustments, order tracking on Voice calls, Email, Sms and Chat platforms.. Provided support for a few new teams(New hire) as a floor walker, including coaching new hire during their nesting period.. Ensured that agents were logged in on time at the start of shift, assisted with system and product assistance during calls, handled supervisor escalations, conducted call listening and provided constructive feedback, side by side coaching, and compiled the (EOD) END OF DAY reports to higher management detailing their performance, improvements and daily findings.