Customer Service Technical Support

Location:

Charlotte, NC

Salary:

22/hr

Posted:

May 24, 2024

Contact this candidate

Resume:

Work Experience

AvidXchange - Customer Service Representative

Remote / Charlotte, NC - January 2023 to April 2024 Assisted customers with financial, account and technical issues regarding the AvidXchange financial software. Responsible for resolving customers’ low to medium level inquiries through phone, email and chats, finding a resolution to meet customer satisfaction and quality standards. Responsible for troubleshooting customer issues and handing escalated situations. Educated customers on best practices to help reduce future contacts. Provided basic product training and documentation to customers.

Driven Brands - Customer Service Liason

Remote / Charlotte, NC - March 2021 to October 2022 Worked as a liason between customers, independently owned Meineke/Maaco locations and suppliers to ensure warrantees were honored and customer issues were being resolved. Communicated via telephone, email, and chat with customers. Communicated via telephone and email with location managers and owners to ensure resolutions were reflective of company values and policies. Purchased materials, parts and supplies, optimizing price and terms. Reviewed purchase requitions for authorization. Reviewed and resolved pricing discrepensies. Belk - Escalated Customer Service Supervisor

Remote / Charlotte, NC - August 2020 to February 2021 Resolved escalated customer issues that have gone beyond the ability of level one customer service representatives. Confirmed cases were not fraudulent, then approved a solution for the customer. Pursued lost prevention cases in the event of a fraudulent return issue. Processed returns of high dollar amounts. Protected company assets.

Jura Capresso - Customer Care/Technical Support

Ridgefield Park, NJ - March 2012 to November 2015

Assisted customers, service technicians, and authorized dealers in real time with advanced mechanical and product issues. Provided assistance via phone in regards technical support, customer service and pre-sales. Became proficient in upcoming advancements in product technologies. In charge of training teams on the newest products, technologies and solutions. Booked weekly meetings, organized files, corrected and verified information on the computer. Education

Associate’s Degree in Technical

Business Administration

Ramapo College of New Jersey

January 2006 - June 2010

High School Diploma in Regents

Ramapo High School

Spring Valley, NY

September 2001 - January 2005

Expertise

• Technical Support

• Customer Service

• Sales Support

• Escalated Issue Solutions

• Lost Prevention

• Team Leadership

• Pre-Sales

• Fast paced, Cross Functional

Working Environments

Proficient in

• Salesforce

• Microsoft Word

• Microsoft Excel

• Microsoft Office

• Microsoft Outlook

• Microsoft Access

• Power Tools

• Microsoft Powerpoint

• MailChimp

• Power Pivot

Samson Therasse

ad5xk9@r.postjobfree.com

718-***-****

Fluent in English & Haitian Creole

Work Experience continued on next page.

Work Experience Continued

United Water - Shipping and Receiving Supervisor

Harrington Park, NJ - May 2009 to January 2012

Supervised and led a team of five. Secured the grounds. Set schedules and shifts. Assisted clients and customers over the phone, booked meetings, organized documents, verified and corrected data in the computer. Resolved concerns and complaints regarding parcels. Routinely cased parcel for routes of mail deliveries. Loaded mail vehicles. Assisted with local community engagement projects. Bosch - Customer Care Tech Agent

Harrington Park, NJ - March 2006 to March 2009

Assisted customers over the phone in regards to technical support, customer service, and pre-sales of water heaters. Resolved customers concerns/complaints in high stress situations with traditional water heaters and newer technology, such as tankless water heaters. Offered emergency assistance to victims who lost access to water during various national weather emergencies including hurricane Ike. Organized case documents and files. Data entry while verifying and correcting data in the computers. Corresponded via fax, e-mails and parcels. Handled several contracts and issues simultaneously.

Education