Support Specialist Customer
Resume:
Vanessa Mason
Six Mile, SC *****
*******@*****.***
Effective at working independently and as a contributing member of a team. To seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Technical Support Specialist with 8 years of experience in customer service and providing comprehensive support.
Expert at interacting with customers by identifying problems and streamlining steps to effectively resolve technical issues.
Enthusiastic Technical Support Specialist eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Willing to relocate: Anywhere
Work Experience
Billing and Technical Advisor
Concentrix - Fremont, CA
June 2022 to April 2023
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Responded to customer requests for products, services, and company information.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Updated account information to maintain customer records.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Answered constant flow of customer calls with minimal wait times.
• Provided primary customer support to internal and external customers.
• Handled customer inquiries and suggestions courteously and professionally.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Utilized customer service software to manage interactions and track customer satisfaction.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
• Educated customers about billing, payment processing and support policies and procedures.
• Cross-trained and backed up other customer service managers.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Promptly responded to inquiries and requests from prospective customers.
• Investigated and resolved customer inquiries and complaints quickly.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Maintained up-to-date knowledge of product and service changes.
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Responded proactively and positively to rapid change.
• Cross-trained and provided backup support for organizational leadership. Product Specialist
Mountain View - Mountain View, CA
January 2022 to April 2022
• Researched product's technical specifications and accurately communicated information.
• Continually expanded knowledge of product line.
• Assisted with demonstrations to showcase functionality.
• Logged phone numbers and email addresses to contact customers for follow-ups.
• Increased sales by educating prospects on benefits of products and services in comparison to competitors.
• Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
• Continually expanded knowledge of [Product or Service] product line. Senior Technical Support Advisor
Conduent - Cupertino, CA
February 2018 to January 2022
• Take Customer calls
• Assist with Technical and service issues
• Be professional & polite while speaking with customer and making notes
• Researched issues and provide resolutions.
• Served as primary point of contact for triaging technical issues.
• Reviewed technical guidelines to verify compliance with information security standards and best practices.
• Multitask between many websites and windows.
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Configured hardware, devices and software to set up work stations for employees.
• Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
• Removed malware, ransomware and other threats from laptops and desktop systems.
• Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
• Carried out day-day-day duties accurately and efficiently.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Worked flexible hours; night, weekend, and holiday shifts.
• Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
• Maintained energy and enthusiasm in fast-paced environment. Show Description
Technical Specialist
Concentrix - Fremont, CA
August 2015 to March 2018
• Designed and conducted diagnostic protocols to detect and verify faults via remote testing methods.
• Followed diagnostic and remediation policies, applying prescribed support methods to assigned tickets.
• Diagnosed severity of customer issues, escalating tickets to appropriate personnel for intervention.
• Resolved malfunctions with systems and programs through troubleshooting.
• Investigated and addressed system issues to enhance usability and improve functionality.
• Recommended technology upgrades and complementary products to improve client security.
• Evaluated and adopted new technologies to address changing industry needs.
• Oversaw installation of software programs and hardware systems to meet requirements. Show Description
Education
High School Diploma
D W Daniel High School
May 1996
Skills
• Customer Service Support Customer Data Confidentiality Understanding Customer Needs Customer Communication and Empathy Calm and Professional Under Pressure Active Listening Attention to Detail Critical Thinking Problem Solving Time Management Collaborative Team Player Product and Service Knowledge Technical Troubleshooting Troubleshooting Network Issues Professional Telephone Demeanor Professional Verbal and Written Communication
• Customer support (8 years)
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