- Utilizes critical thinking and problem-solving skills to resolve customer queries in an efficient manner.
- Maintains and writes detailed case notes for each customer inquiry.
- Decides when to escalate issues to the tier two support team.
- Processes warranty replacements, work orders, and chargeable repairs for out of warranty cases.
- Provides exemplary customer support to teachers, IT staff, businesses, and network admins.
- Diagnoses software and hardware issues.
- Utilizes various systems to answer customer inquiries via online chat, inbound phone contacts, outbound phone contacts, and emails.
- Designed and implemented an interactive menu system for internal use using Marvel. This simplifies access to common troubleshooting areas.
- Wrote a batch file to automate certain operations within the contact center.
- Troubleshoots Windows, Mac OSX, Linux, and Android operating systems.