Support Specialist Technical
Resume:
Tara Goldsmith
Dayton Ohio 45410
937-***-**** ad0xzh@r.postjobfree.com
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Client Support Specialist
• Act as primary responder for Technical Support in prompt, professional, and thorough manner.
• Assisted with inbound phone calls, emails, and/ or chat from customers.
• Resolved general inquiries or direct to other team members when appropriate. Volume may be heavy so ability to work well under pressure is key.
• Customer-centric focused with sense of urgency.
• Initiate and reset system passcodes.
• Review system log information for errors and faults.
• Escalate customer issues to appropriate team level.
• Document all customer interaction and system issues in company CRM tool, analyze statistics, and maintain customer materials.
• Answer limited technical questions and explain new system features.
• During busy seasons, remain calm and troubleshoot effectively while juggling many issues.
• Maintain regular communication with customers for support and update them on open tickets.
• Provide on-call coverage in departmental rotation.
• Collaborated, communicated effectively, and shared appropriate information with customers, within the department,
This requires strong listening, verbal, written, and interpersonal skills, judgment, patience, courtesy and positive demeanor.
• Ability to self-organize, strategically plan, pay attention to details, and prioritize.
• Ability to handle change and adjust accordingly.
Act as primary responder in prompt, professional, and thorough manner for inbound phone calls, emails, and/ or chat from customers
Provide assistance with onboarding and new customer account set-ups.
Initiate and reset system passcodes.
Document all customer interaction and system issues in company CRM tool, analyze statistics, and maintain customer materials.
Answer limited technical questions.
During busy seasons, remain calm and troubleshoot effectively while juggling many issues.
Provide on-call coverage in departmental rotation.
UTC Syncrotist
Training & QA
●12/2018/-06/2021-Coordinate training, and prepare training manuals for new hire classes, seasoned agent trainings for skill set refreshers. Pull calls, score calls and provide coaching to agents
●04/2017-12/2018- 2nd Shift Supervisor - Monitor call volume, respond to emails, provide shift feedback to call center manager, delegate team lead and agent duties.
●11/2017-04/2017- 2nd Shift Team lead- Assist with calls and chats pending volume, answer agent questions, act as supervisor when supervisor is scheduled off
●08/2017-11/2017-Agent- receive inbound calls from clients/callers and caregivers to pass
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