Customer Service Technical Support

Cassi Twiggs

Email: ********@***********.***

Address:

City: Brighton

State: CO

Zip: 80601

Country: USA

Phone: 720-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Technical Support Agent with 7 years in technical and customer support roles. Effectively identifies problems using advanced troubleshooting skills.

Educational Background:

High School Dipolma from Front Range Community College, Westminster CO 1/2001 to 2/1999 (General)

Job History / Details:

Summary

Technical Support Agent with 7 years in technical and customer support roles. Effectively identifies problems using advanced troubleshooting skills.

Highlights

Troubleshooting proficiency

Exceptional telephone etiquette

Patient and diligent

Vast technical knowledge

Windows XP/Vista

Microsoft Office expert

DHCP/DNS Ethernet and Firewall proficient

Handles customers complaints well

Easily multi task

Excellent problem solver

Pay careful attention to detail

Organized

Filing

Typing

10 key by touch

Experienced in mail/copy room

Picks up new skills quickly and proficiently

Experience

March 2009 to Current

PAR Technology Boulder, Colorado

Technical Support CSCC

Opened cases in Clarify for inbound calls to resolve technical issues with POS systems for PixelPointPOS, SubwayPOS and Generic softwares.

Handled part requests for damaged/defective hardware in Clarify.

Dispatched Field Engineers for on-site support through Clarify.

Researched issues on various computer systems and databases to resolve complaints and answer inquiries.

Referred difficult issues to upper management while maintaining positive rapport with customer.

Informed customers about issue resolution progress.

Provided thorough support and problem resolution for customers.

Trained new employees and explained protocols clearly and efficiently.

November 2008 to March 2009

TEKSystems Westminster, Colorado

Technical Support CSCC

I was hired on as a temporary employee to work at PAR Technology were I was hired on permanently.

December 2007 to September 2008

Direct TV Denver, Colorado

Technical Support Agent

Took inbound calls and assisted customers with trouble shooting their satellite system.

Answered all technical inquiries, ordered equipment and setup in home service calls.

Resolved customer complaints and concerns with strong verbal and negotiation skills.

Support customers with billing and account issues.

February 2007 to April 2007

Prime Source Denver, Colorado

Customer Service Agent

Worked for the staffing company as a temporary employee for a company Nelnet.

Answered inbound calls and assisted borrowers of student loans with questions on their loans.

Assisted in making payment arrangements on past due accounts.

Assisted customers in making payments on their loans.

December 2005 to March 2006

7-Eleven Denver, Colorado

Cashier

Worked as a team member performing cashier duties, product assistance and cleaning.

Processed and issued money orders for customers.

Accurately logged all daily shipping and receiving orders.

Stocked and rotated inventory regularly.

Performed store opening duties, including counting cash drawers and checking all equipment for proper functioning.

Replenished merchandise shelves with items from the stockroom.

Education

1999 Front Range Community College Westminster, Colorado

GED General

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