Greg is a seasoned technical support professional with extensive experience in the telecommunications and customer service industry. His background includes handling high-volume inbound technical support for internet, TV, and phone services, both locally and overseas. He demonstrated strong communication skills, a methodical troubleshooting approach, and a clear understanding of customer satisfaction metrics during the interview. He is equipped with his own desktop setup and is familiar with remote work arrangements under an independent contractor model.

Work Experience and Skills: 

• He has a solid background in technical support, primarily in the telco industry.
• He handled support for internet, TV, and phone services and is familiar with proprietary tools such as Einstein (Comcast) and Salesforce CRM (basic usage).
• He has experience resolving customer issues through guided step-by-step procedures, and he understands the value of patience, empathy, and escalation protocols.
• He handled 30-40 calls per shift and maintained excellent CSAT scores, with no negative feedback in his most recent roles.
• His past role in Dubai also included support for telecom billing issues, further expanding his support capabilities.
• He is confident that his background in telco troubleshooting will allow for a smooth transition into the smoke alarm support space.
• He has experience handling Australian customers and finds them generally easier to work with. 
• He is able to start immediately. 

Predictive Index Behavioral Profile - Operator

Strongest Behaviors

• Unhurried and deliberate, stable and will do things using the established process; finds it difficult to change these systems. Dependable, consistent and needs familiar environments and coworkers to be most productive.
• Cooperative, easy-going, and agreeable in getting along with others. A focused, uncritical listener who won’t “rock the boat.”
• Methodical, steady, and even-paced; loses productivity when interrupted.
• Driven to protect the company against risk by thoroughly leveraging their background and strictly following “the book.”
• Cautious; follows a well-established and proven plan to avoid making mistakes. Does the background research necessary to have proof to support decisions before action is taken.
• Detail-oriented and accommodating; most comfortable working as part of a well-defined team for which they produce high-quality output and decisions.

Behavioral Summary

Greg is helpful, patient, and stable; works steadily and consistently. Respectful of established processes, standards, and policies, they will work within those standards to ensure repeated successes and high-quality results. He has the patience and tolerance required for routine work and can be relied on to do such work consistently and in a relaxed manner.

Prefers having, and following, a well thought-out process to ensure success. If they are responsible for establishing the process, they will do so in a thoughtful, methodical manner, paying close attention to details and time-honored successes. Once established, they’ll expect that the process be followed consistently.

Greg presents himself as a seasoned technical support professional with extensive experience in telecommunications, particularly in resolving internet, TV, and phone service-related issues. His communication style is clear, empathetic, and customer-focused, reflecting a strong foundation in managing both routine inquiries and escalated customer concerns.

Relevant Experience:

• He has worked in technical support roles across multiple industries, including telecommunications and IT services.
• He most recently handled an account for a major U.S.-based telecom provider, assisting customers with complex connectivity issues.
• He is adept at high-volume environments, averaging 30–40 support calls per day, and demonstrates familiarity with both voice and system-based troubleshooting.
• He also brings international experience, having worked overseas in the Middle East with a tech services company, where he supported business clients, mainly around phone and billing issues.

Technical Skills & Tools:

• He is familiar with CRM systems such as Salesforce and various client-specific proprietary tools.
• He understands the value of structured troubleshooting processes, often guided by internal knowledge bases or tools like “Einstein,” which he used in a previous role.
• While he acknowledges that some CRMs were custom-built for specific line-of-business applications, he expresses strong confidence in his ability to learn new systems quickly.

Soft Skills & Communication:

• He shows excellent de-escalation skills, often allowing frustrated customers to express concerns before guiding them through solutions with patience and empathy.
• He emphasizes the use of layman’s terms to ensure non-technical customers fully understand the steps being taken, and he avoids jargon that may create confusion.
• His methodical and empathetic approach is supported by consistently high customer satisfaction (CSAT) ratings, with no recorded negative scores across previous roles.
• He is able to start immediately.

Predictive Index Behavioral Profile - Operator

Strongest Behaviors

• Unhurried and deliberate, stable and will do things using the established process; finds it difficult to change these systems. Dependable, consistent and needs familiar environments and coworkers to be most productive.
• Cooperative, easy-going, and agreeable in getting along with others. A focused, uncritical listener who won’t “rock the boat.”
• Methodical, steady, and even-paced; loses productivity when interrupted.
• Driven to protect the company against risk by thoroughly leveraging their background and strictly following “the book.”
• Cautious; follows a well-established and proven plan to avoid making mistakes. Does the background research necessary to have proof to support decisions before action is taken.

Behavioral Summary

Helpful, patient, and stable; works steadily and consistently. Respectful of established processes, standards, and policies, they will work within those standards to ensure repeated successes and high-quality results. Greg has the patience and tolerance required for routine work and can be relied on to do such work consistently and in a relaxed manner. Prefers having, and following, a well thought-out process to ensure success. If they are responsible for establishing the process, they will do so in a thoughtful, methodical manner, paying close attention to details and time-honored successes. Once established, they’ll expect that the process be followed consistently.

Will focus on the details of the work and will handle them with somewhat better than average accuracy. In work involving repeated contact with people, Greg will be pleasant, agreeable, and supportive. Derives satisfaction from helping others and likes to feel part of a secure team.