Customer Service Technical Support

WILLIAM BLOUNT

205-***-****, *******.******@*****.***, Winfield, Alabama, 35594

SKILLS

●Software Installation

●Application Support

●Customer Support

●Cellular Network Support

●Solutions Specialist

●Remote Support

●Mobile Device Management

PROFESSIONAL SUMMARY

High-performing Technical Support Expert skilled in understanding, identifying and resolving internal and customer technical issues. Consistently exceeds performance and quality targets and delights customers with exceptional service skills. Trained in remote troubleshooting and technical support.

EXPERIENCE

Technical Support Expert, May 2008 - Apr 2023

Verizon, Huntsville, Alabama

●Recorded customer issues in our database to streamline process and fastrack resolutions.

●Maintained detailed records of fulfillment actions and processing of support agreements.

●Guided users through step-by-step solutions following pre-determined scripts and technical troubleshooting procedures.

●Guided calls using excellent communication skills, active listening, and decisive approach.

●Conferred with staff to address and resolve complex issues.

●Resolved most calls with first contact and escalated remaining calls to appropriate personnel for swift handling.

●Researched latest technology and products to stay abreast of current trends.

●Upsold and cross-sold value-added products and services to callers.

●Diagnosed issues with software and equipment using software systems and different troubleshooting techniques to locate root causes.

●Resolved networking and connectivity issues remotely via telephone and online chat portals.

EDUCATION

No Degree

University of South Florida, Tampa, Florida

Basic and Computer Electronics

Sheridan Vocational-Technical Center, Hollywood, Florida, May 1996

LANGUAGE

English

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