Customer Support
Resume:
Rubicel Alvarez
Austin, TX
**************@******.***
Summary
Customer-focused professional looking for a career in Technical Writing. Excellent organizational skills and thrives in a fast-paced environment.
Professional Experience
Accruent January 2019 – Present
Support Associate
Assisted enterprise level customers with technical and functional questions regarding asset and lease management products via email and video conferencing.
Documented cases and researched solutions using different tools such as Confluence, Jira, and Salesforce.
After isolating the issues outside of my scope of support, I worked with other internal teams like Hosting, Product Management/Engineering and Services for further research and resolution.
Once a client issue related to our product is resolved, I thoroughly documented the resolution and steps for isolation to aid my peers in future similar cases.
Helped identify new ideas and features to add to the implementations roadmap.
Created documentation to assist clients with the product training and troubleshooting.
Trained and onboarded new team members on tools and procedures required to excel in their role.
Apple February 2016 – April 2018
Technical Specialist
As a mobile certified technician, was the first point of contact for Apple customers expressing concerns with their personal devices.
Empathized and worked directly with customers to help resolve issues with their devices.
Achieved an 88% overall satisfaction rating.
Provided an accurate solution while maintaining multiple interactions simultaneously.
Used proper time-management skills, internal knowledge base and other tools to stay current with new products and procedures.
Volt June 2013 – February 2016
Tier 2 – AppleCare Support
Helped Tier 1 AppleCare advisors reach a resolution for the customer.
Used time-management and documentation skills to follow up with customer cases if they required escalation.
Skills
Fluent in Spanish
High attention to detail
Proficient in HTML, CSS and JavaScript
Proficient with Confluence and Jira
Proficient in Microsoft Office
Familiarity with CRM systems
Proficient in Adobe InDesign and XD
Proficient with meeting software
Educational Summary
New Mexico State University GPA 3.2
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