Customer Service Technical Support
Resume:
Eric Tessier
acuxmo@r.postjobfree.com
Objective: To obtain a position within your organisation in which I can grow and use my abilities in the best interests of both of this organization and myself.
Experience:
2016 - Present
Warehouse - Walmart
Package, consolidate, wrap and load picked orders onto shelves
2012 - 2016
Technical Operator - Reliance Protectron
Receive calls and assist clients who are experiencing technical problems with their security system.
I Identify the nature of the technical problem and schedule a service call if required.
Outside of the dispatch department operational hours, dispatch service calls to service
technicians.
Put systems in ignore mode for service installers as well as contractors.
Outside of data entry department operational hours, create urgent status customer
monitoring accounts.
Remotely access customer panels through a computer modem or web portal to access and/or update internal programming.
Perform any other duties inherent to the request of the supervisor.
2012 - 2012 Pizza Pizza
Remote Customer Service Agent
Responding to client's complaints by telephone.
Investigating client complaints, refunding, crediting or replacing orders when necessary.
Bell Internet Management Services
2011– 2011 First Line Technical Support
Providing professional technical support to Bell Internet users.
Diagnose and troubleshoot technical issues such as connectivity and email issues.
Provide support and information on complimentary Internet products
Key knowledge:
Browsers: Internet Explorer - Firefox
Modems and dedicated connection, Dialup (56K), ISDN and DSL
Platforms and corresponding operating systems: Windows 2000, XP, Vista, Windows 7 and Macintosh 10.3
Providing support for Outlook, Outlook express and Windows mail
2009 – 2011 Project/Process Implementation Team
Conduct inspect and remote monitoring to ensure a proper rollout of projects and/or Marketing programs;
Act as the team’s Subject Matter Expert and resource person on Bell Canada products, services and systems during the implementation phase;
Assist in the creation, implementation and ongoing support of new and existing
Initiatives;
Ensure Agent support by being visible and accessible to all agents and supervisors;
Provide e-chat and or live support for onshore- offshore Agents during the implementation phase;
Identify Agent skill gaps and measure adoption rate of tools and processes by
Performing remote and side-by-side call observations inspect on Remedy tickets or use other quality control techniques;
Monitor and analyze metrics improvement and define trends and action plans to
Improve results;
Conduct training sessions around Bell Canada products, services or processes, when needed to enhance the expertise and Agent knowledge; adapt communication material on a regular basis;
Provide reports on a regular and ad hoc basis using Microsoft Excel, Word and Access.
Track all coaching opportunities and work closely with Team Coaches to support the professional development of an agent;
Maintain subject matter expertise by working closely with Bell Household Products to ensure that information and knowledge of systems, products and services are constantly up-to-date;
When required, take escalations that cannot be resolved by Agents;
support Team Coaches/Leaders with various projects;
2009 – 2009 Bell Internet Abuse:
Research and analyze escalated issues to determine their cause.
Develop solutions to resolve escalated problems to the satisfaction of the Customer.
Explain and enforce the Acceptable Use Policy.
Explain and discuss prevention techniques with customers, for various hacking, denial of service, and other malicious programs.
Represent Bell Business Centre in matters pertaining to Internet abuse investigation.
Investigate the underlying issues relating to escalated problems and recommend changes to processes or policies to prevent or reduce future incidences.
Develop and maintain the Internet Abuse Team Intranet Website, providing access to all information on services.
Identify recurring issues and consult other groups to develop proactive measures in combating unacceptable behavior.
Document all Customer related issues in Remedy.
Perform investigations relating to affecting, degrading and transparent problems escalated to network management.
Support an internal catalogue of approximately 150 tools used internally and by partnered groups (High Speed Center, Bell, etc…).
Monitor bins to identify/analyze trends and possible outages.
2006 – 2008 Bell Internet Management Services
SNET:
Management of outages to ensure that each incident is resolved in a timely fashion.
Pin point outage severity while assessing the total number of member’s affected.
Participate in technical bridges to provide technical troubleshooting and analyze infrastructure failures and recommend solutions.
Monitor the network for potential account creation/modification outages via IAF, IPAG, and MSN transaction queues.
Identify if Remedy outages are related to Focus, PRSHUB failure, COPS, TIMS, Access Care or network outage.
Work hand in hand with Test Center, to identify possible outages (Member affecting, Remedy/TIMS/Expert Logic affecting).
Feed daily report of external/internal events to upper management.
Identify individual outage costs relating to each outage and their impacts to the helpdesk call volume.
1999 - 2006 Anjura/Sympatico
Electronic Customer Care Billing/Technical Agent
Responding to members inquiries by e-mail and chat in order to resolve their billing or technical issues.
Investigating member’s accounts, refunding or adjusting their account when necessary.
Education:
1982–1985 Massey-Vanier High School.Cowansville, QC.
Hobbies:
In my spare time I like to spend time with my family and playing the Bass guitar.
Contact this candidate