Technical Support Customer Service
Resume:
Erica Nelson
Fort Worth, TX *****
*************@*****.***
Remote Services Technician who excels at analyzing, prioritizing and completing tasks in a professional manner. Consistently recognized by current employer for performance metrics. Strong organizational, technical, and interpersonal skills.With over two years of experience helping customers seeking a role to establish a long-term career in a company where I may utilize my Remote Services Technician professional skills and knowledge to be an effective Remote Services Technician and inspiration to those around me.
Authorized to work in the US for any employer
Work Experience
Customer Technical Support Specialist (remote)
Tandem Diabetes Care, Inc. - San Antonio, TX
November 2022 to August 2023
• Responsible for responding to and documenting customer technical inquiries via phone calls, chat messages and emails from prospective and current customers (patients and their support persons and healthcare professionals)
• Responsible for determining the need of each contact with the goal of achieving the highest resolution
• Documents every call into a Client Relationship Management (CRM) system
• Converses with customers in an empathetic and supportive manner to promote the most precise information relating to the issue
Handles all calls in compliance with all the appropriate regulatory requirements outlined by departmental Standard Operating Procedures SOPs
• Responds timely and satisfactory to resolve customer inbound calls and on-line contacts in support all pump models
• Occasionally makes offers chat support and outbound calls through the same support line
• Using approved communication guidelines, responds to customer concerns or inquiries
• Answers questions and troubleshoots issues related to use of the Tandem's insulin pump, its Software, integrated Mobile App, online t:connect patient portal, and integration with CGM medical devices
• Demonstrates good judgment in selecting methods and techniques for obtaining solutions in responding to customer requests
• Ability to work in a technical environment providing solutions and services to customers that on occasion may be in a stressful situation; ability to defuse situations
• Uses training materials and process flow charts to record accurate and thorough documentation of customer contact calls and emails within the CRM system
• Identifies potential health and safety issues with products and follows appropriate internal notification procedures
• Uses knowledge to propose recommended improvements to customer related processes and materials
• Acts as a customer advocate to represent customer needs internally
• Confirms completion of required training plan before assuming job responsibilities
• Consistently meets or exceeds Tandem Diabetes Care Customer Technical Support metrics for the role of Customer Technical Support Specialist which include quality/accuracy, call monitoring, and schedule adherence requirements
• Complies with department’s attendance policy
• Performs t:connect log analysis related to customer allegations
• Ensures work is performed in compliance with company policies including Privacy/HIPAA and other regulatory, legal, and safety requirements
• Performs other duties and schedules as assigned. Customer Care and Technical Support Advisor
Anthology Inc. - Fort Worth, TX
February 2017 to January 2021
• The duties of this role include interacting with families of students to address their concerns, being a reference point for all IT-related queries at the user level, responding to user needs in a timely manner, and ensuring the optimal running of all systems, among other technical duties
• Providing introductory information to new users on various products
• Resolving end user inquiries by utilizing multiple technologies including telephony, chat, and web- based inquiries
• In a virtual contact center, resolving inbound customer calls and inquiries in a professional and empathetic manner
• Installing, maintaining, and troubleshooting computers, printers, phones, and other peripheral equipment
• Troubleshooting hardware and software issues
• Completing software installations
• Establishing good relationships with all departments and colleagues
• Serving as the first point of contact for customers seeking technical assistance over the phones, chats, and emails
• Striving for one-call resolution of customer issues while communicating appropriate options in a timely and professional manner
• Managing and resolving identified client issues for assigned customer accounts
• Documenting information into web-based ticketing system
• Searching and navigating the knowledge base to identify appropriate resolution for client issues
• Escalating unique issues or inaccurate information contained in the knowledge base to the immediate supervisor for resolution
• Projecting favorable image of the company to promote its objectives and goals that enhance client relationships
• Participating in internal training programs to expand knowledge and support multiple clients
• Providing delightful, efficient, and accurate resolutions to customer inquiries
• Completing special projects as requested by management
• Demonstrating empathy, patience, and flexibility during phone calls Education
Mumford High School - Detroit, MI
September 2004 to June 2008
Skills
• Microsoft Office
• Customer Service
• Inventory
• Technical Support
• Software troubleshooting
• Networking
• Planning Skills, Technical SKills, Communication Skills.
• iOS smartphone,tablet,pc or Mac
• Customer Service, Computer Literate, Technical Support
• Microsoft Windows
• Time management
• Organizational skills
• Multitask
• Prioritize
• Fixed schedule
• Live Chat
• Help Desk
• Telephony
• Network Support
• Operating Systems
• VoIP
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