Customer Service / Help Desk / IT Support

Jessica Gatch

CUSTOMER SERVICE/ IT HELP DESK SUPPORT

Austell, GA 678-***-**** ****************@*****.***

Objective

To obtain a challenging position within a reputable company in a remote or on-site setting.

Experience

Insight Global IT Help Desk Support 2022-2024

• Delivered excellent customer support through inbound phone calls and ticketing requests, ensuring prompt and professional assistance.

• Remotely accessed devices to troubleshoot and resolve issues related to design software, guiding users step-by-step through solutions.

• Utilized available resources to resolve technical issues, while assisting in the creation and ongoing updates of knowledge base articles for future reference.

• Monitored software updates, identifying and addressing any complications that arose during or after the update process.

• Tracked and managed customer issues through a ticketing system, escalating to the appropriate teams when necessary to ensure timely resolution.

• Effectively communicated technical information to non-technical individuals in a clear, friendly, and understandable manner.

• Ensured accurate and thorough documentation of all customer interactions and issues within the ticketing system to maintain up-to-date records.

• Consistently met or exceeded SLA requirements by ensuring timely responses and resolutions to customer issues.

LiveOps/ Virtually Solved Services Customer Service Representative 2018-2022

• Delivered exceptional customer service for clients across various industries including retail, mobile carrier, insurance, SaaS, and technical support.

• Provided support via inbound phone calls, email, and chat, ensuring timely and effective solutions for customer inquiries.

• Maintained accurate and detailed records of all customer interactions and issue resolutions using CRM software.

• Assisted customers with product information and sales, helping them make informed purchasing decisions and resolve any pre- or post-sales concerns.

• Troubleshooted mobile devices, providing step-by-step guidance to customers for resolving technical issues and ensuring devices were functioning properly.

• Provided billing information to customers and processed payments, ensuring accuracy and addressing any discrepancies in a professional manner.

• Resolved subscription and order discrepancies, working closely with customers to identify and fix issues related to their accounts or purchases.

• Served as the first point of contact for car and home insurance claims, accurately inputting details into the system and ensuring smooth claim processing.

Education

University of Phoenix Science and Arts 2019

Major: Psychology

Skills & abilities

Inbound Phone and Ticketing Support

Remote Troubleshooting and Device Access

Knowledge Base Article Creation and Maintenance

Software and System Monitoring

Technical Issue Escalation and Team Communication

Clear Communication to Non-Technical Users

SLA (Service Level Agreement) Management

• Ticketing System Management and Accuracy

• Multi-channel Customer Support (Phone, Email, Chat)

• CRM Management and Data Entry

• Mobile Device Troubleshooting

• Product Information and Sales Assistance

• Billing Information and Payment Processing

• Subscription and Order Discrepancy Resolution

• Insurance Claims Processing (Car and Home)

• Strong Communication and Problem-Solving Skills

Contact this candidate