Technical Support Associate
Industry:Computer / Information Technology (Software)Employment Period:June 2020 to March 2025 (57 Months)Duties and Responsibilities:
- Implemented, provided troubleshoot, and supported the call center software solutions in a wide array of configurations and customer environments both remotely and on-site
- Provided direct support to customers as well as handling all escalated software related inquiries from customers, business partners and vendors
- Handled escalated cases from Technical Support Representatives
- Answered incoming calls, responded to customer emails and resolved escalated problems
- Identified underlying causes of a problem, including problem identification and classification
- Diagnosed problems accurately and worked to find appropriate solutions in a timely manner.
- Partnered with Customers to optimize the call center software solution
- Continually sought opportunities to increase customer satisfaction and strengthen client relationships by interacting effectively at all levels of the client organization
- Proactively did trend analysis in an attempt to offer preventative solutions and eliminate recurring problems
- Would be cognizant of all known service outages and would maintain awareness of all maintenance / software product changes that could impact customers
- Would work cross functionally in a customer facing capacity, and coordinate with internal organizations
- Handled VCC, Salesforce and WFO support lines of services
Technical Support Representative
Industry:Computer / Information Technology (Software)Employment Period:September 2018 to May 2020 (20 Months)Duties and Responsibilities:
- Dealt with all customers politely, courteously, and professionally
- Understood customers' needs through effective listening and questioning skills
- Provided technical support through voice and email to address customers' concerns on installation and configuration and high quality, efficient, and effective customer service
Senior Technical Support Professional
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:August 2007 to August 2008 (12 Months)Duties and Responsibilities:
- Mentored Technical Support Professionals (TSP) by providing technical assistance in process/technical concerns
- Functioned as a Subject Matter Expert (SME)
- Handled critical and special customers for more advanced troubleshooting and efficient resolution to the problem
- Worked on hot tickets, calls and/or issues
- Responded timely and accurately to the escalations of the Technical Support Professionals via phone and/or email
- Conducted initial review for tickets and/or calls to be escalated to Tier 2
- Reviewed chronic and/or intermittent tickets and provides recommendations and next step to resolution
- Generated and sent daily operations report if requested by the Account Manager/Supervisor and/or Team Manager
- Assisted team in process dissemination and ensure balance on the process
- Supported the Team Manager in Queue Management if deemed necessary
- Functioned as Floor Walkers and/or Shift Leads in absence of Team Manager
- Contributed to other projects/initiatives for process and account performance improvement
Technical Support Professional
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:May 2005 to August 2007 (27 Months)Duties and Responsibilities:
- Responsible for the support on the delivery of network and application services for commercial customers requiring global connectivity 24x7 365 days
- First point of contact for customers and deal with the problems and inquiries that they may have, with an aim to either fixing the problem on the first call or triggering the most appropriate action
Technical Support Representative
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:April 2004 to May 2005 (13 Months)Duties and Responsibilities:
- Provided technical support to US-based customers through e-mail and phone
- Assisted customers with product connectivity to both PC- and Macintosh-based computers, and with general setup and troubleshooting of proprietary software for their product