Customer Service Technical Support

Manoj Soman Mobile: 516-***-**** Email: **********@*****.***

SUMMARY

Excellent personal motivation with a proven ability to build and work collaboratively in a strong team concept environment and independently. Focused, versatile, dependable, multitask oriented, flexible, positive, able to adapt effectively to challenging and emergency situations. Well-developed skills in prioritizing, decision making, time management, excellent written, verbal, grammatical, communication and organizational skills. Proven success in initiating, promoting and maintaining strong interpersonal skills resulting in exceptional rapport with coworkers, management and customers. Detail oriented with excellent Technical Support & Troubleshooting skills, analyzing situations accurately and effectively and 99% resolving the issues timely.

EXPERIENCE

enTouch Systems Inc., TX

June 2017 – October 2017

Technical Support (Tier-3): Technical and network problem resolution to end-users (customers) by performing a question diagnosis while guiding users through step-by-step solutions. Solutions include, but are not limited to, power cycling equipment, assisting with navigating around application menus and troubleshooting issues. Support is provided by clearly communicating technical solutions in a user-friendly, professional manner.

Primary Responsibilities

Deliver service and support to end-users using and operating automated call distribution phone. Software, via remote connection or over the Internet.

Interacting with customers to provide and process information in response to inquiries, concerns and requests about products and services.

Gather customer’s information and determine the issue by evaluating and analyzing the symptoms.

Diagnose and resolve technical software issues involving internet connectivity, email clients, VOIP, fiber to home, cable, phone and alarm.

Troubleshoot customer issues as relating to alarm equipment, internet, phone and cable.

Research required information using available resources.

Follow standard processes and procedures.

Identify and escalate priority issues per Client specifications.

Redirect problems to appropriate resource.

Accurately process and record call transactions using a computer and designated tracking software.

Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business.

Organize ideas and communicate information to appropriate situations.

Follow up and make scheduled call backs to customers where necessary.

Schedule field visits to resolve any issues that cannot be taken care of over the phone.

Stay current with system information, changes and updates.

Merchant’s Choice Payment Solutions, TX

February 2016 – April 2017

Technical Support (Tier-1): Incoming Technical Support calls. Occasionally outgoing calls from Agent offices and merchants to answer technical related inquiries, troubleshooting equipment connections, programming equipment and assisting with company supported software. Analytical minded, dependable, detail oriented self-starter, good at multi-tasking, quick learner and problem solver.

Job Description:

Receive calls from Merchants, analyze the issue and solve with accuracy

Deliver quality technical support and promised results in a timely manner

Learn and maintain all needed technical skillsets and related competencies

Educate Merchants about terminology, regulations, products and services offered

Document issues accurately in established databases

Liaise with other departments to identify issues, solve problems or share communication

RUI Credit Services, NY

October 2014 – January 2016

Payment Services

Payment Service for Comcast Telecom Services of New Jersey and some southern states. Courtesy calls made to customers to retrieve funds when vendor is unable to collect the debt.

Time Warner Cable, NY April 2005 – July 2014

Advanced Technical Support/Customer Service (Tier 2)

Supervising and coaching Customer Service Representatives and Leads.

Assisting customers in support of our high speed data, digital phone and cable services. Responsible for input and retrieval of information from various databases and applications.

Work with other functional groups to ensure customer satisfaction.

Troubleshooting over the telephone problems with high-speed data, cable service and equipment, modem and video hookups, programming functions, digital converters, remote controls, Video on demand and digital video recorders.

Very strong verbal and written communication skills. Detailed documentation with all the precise and required information to resolve the issue.

Escalating issues where needed and work with other departments, internet service providers or business partners in order to resolve them as quickly and efficiently as possible. Teamwork is the motto and proven ability to achieve customer satisfaction along with meeting department and company goals.

I have working knowledge of the Remedy Action Request System also known as Remedy or ARS. This is a client-server trouble ticketing application produced by BMC and used by organizations to track internal problems and customer-reported issues. When a customer calls to report a service problem with their internet or phone service a Remedy ticket is opened. Remedy then routes the ticket to the appropriate trouble queue and group responsible for resolving the problem.

Used Verint Workforce Management tool to track accurate daily workloads, breaks, meetings and trainings.

Ability to work well with small and large groups in stressful time constraint situations with multiple projects and activities simultaneously. Monitor network tools for outages and problems and report any issues or trends. Maintain professionalism at all times providing 100% customer satisfaction.

Cable Vision, NY September 2003 – December 2004

Customer Service & Technical Troubleshooter

Assisted customers with account maintenance and billing inquiries. Resolved technical issues through established troubleshooting procedures and provided optimum customer service via the phone. Took customer requests for correspondence. Resolved issues directly with customers regarding their accounts.

Blue Cross Blue Shield, NY September 2001 – July 2003

Analyst & Claims Specialist

Advised members about the benefits covered in their plan and its advantages and what services required Medical Managements authorization. Assisted members in deciphering how their claims were processed. Troubleshooting technical maneuvering of their accounts through the Internet. Coordinating conferences between members and providers at the company. Setup up claims and called the providers offices on behalf of the members' to resolve their issues.

EDUCATION/TRAINING

Nassau Community College 2 years: Major - Information Processing

Computer Career Center: MCSE

Computer Career Center: Micro Computers 1&2

Global Information Technology Solutions: Software Quality Assurance & Testing: SDLC Life Cycle/Manual Testing/Defect Tracking

Empire State College 4+ years. Major: Bachelor of Science in Information Technology, Mathematics & Computer Science

SKILLS/CERTIFICATIONS

A+ Certified

Microsoft Office Suite

Operating Systems: Windows 95, 98, 2000, XP, Vista, Windows 7, Windows 10

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