tier 2 technical support job description for resume
Aided the store tech staff in selling data features and cellular accessories totaling over $28,000 per month. Quickly and effectively solve client challenges. Researched and recommended changes to ONTAP source code to solve customer issues. Provided detailed descriptions of issues in trouble ticket system and follow up diligently to ensure swift resolution as well as one-call resolution. Seeking to provide expert technical support to enterprise organizations as the L3 tech support engineer at QuantX Group. Designed technical proposals to document customer requirements for systems specifications, Provided technical support and problem resolution strategies for customers, Configured WAN elements (DSLAMS, Calix, Adtran as well as Redback Aggregators), Provisioned port assignments for new and existing customers, Supported end users via remote access, chat applications and VOIP phone. Thoroughly conducted customer needs analysis in order to recommend value driven products and services. Technical Support employees assist company clients with technical and computer system issues. Authored public knowledge base articles, including NewsStand's White Paper on integrating its technology into a high security environment with firewall and proxy server considerations. Scheduling technicians to handle an unresolved issue. Deployed and managed a Web based live help messaging system. Troubleshoot all Verizon products and diagnosing computer and phone problems. Provide technical support for multiple gas stations across the U.S. Investigated and resolved customer concerns and reported unresolved issues to management. Diagnosed and resolved technical hardware and software issues involving internet connectivity, email, Provided answers to clients by identifying problems, researching answers and guiding clients through corrective steps, Handled trouble tickets with support interventions for urgent issues, Identified and escalated priority issues per client specifications, Performed PC Tune-Up's, Antivirus and Hard drive backup package installation, Entered and updated trouble tickets for customers with technical issues, Assisted upper management in creating new policy and procedures, Provided suggestions regarding increasing technical support productivity, Promoted to top support tier group within six months, Responsible for proving technical support to McGraw Hill end users, Appropriately communicate with instructors and students to resolve their inquiries on first call, Assist resolution team with answering questions for new agents, Perform other related duties and assignments as required and as assigned by supervisor. Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives. Troubleshoot and resolved Internet connectivity issues on both Windows and MAC operating Systems. Provide basic to moderately complex support to Apple customers on Apple products, systems, peripherals and software, Independent effective listening to issues and concerns coming from our customers. Proficient with MAC OS 7.5.3 or later, Experienced and knowledgeable of LAN's OS integration, Internet protocols and data network systems, such as DNS, IP routing, and TCP/IP port configuration, High school diploma or general education diploma (GED) preferred, Include shifts which may cover support hours from 7am to 9pm Monday through Friday and 9am to 5pm on Saturday and Sunday, Responds to basic technical and/or product and service questions, methods and procedure issues, and general information inquiries, Responsible for independent resolution to routine issues, and for notifying management of non-routine issues which need immediate attention and/or escalation, Pinpoint strengths and weaknesses of various alternatives and select or recommend appropriate decisions/solutions, Contributes to the overall structure, content, and organization of the technical support knowledgebase, Monitors the scoring environments by utilizing software applications and tools, Call center or Help Desk experience is preferred, Willingness to work as a member of a team to solve problems and accomplish goals, Experience working with network protocols a plus, Troubleshoot basic and routine customer issues that are technical in nature; including hardware, software, networking, or other designated client products, Associate’s Degree in related technical discipline with six years of related technical experience preferred, Ability to effectively communicate, both written and verbally, Ability to learn including strong problem solving skills, Job requirements may vary by country and will not contravene any local laws, Providing Tier 1 technical support to Authorized Users for all Contacts received, documenting all case notes in Salesforce Service Cloud, including, Escalating to CLIENT Tier 2 support staff any Issues that cannot be resolved at the Tier 1 level due to complexity or escalation request, Educating CLIENTs customers on CLIENT products and services that will enhance their relationships with CLIENT and increase CLIENTs profitability, Analyzing Issue trends, including top Contact drivers, and recommend and implement action plans, with CLIENTs approval, to reduce Issues, Has general knowledge of computers, operating systems, and have had some previous technical/technology training, Will be expected to provide customer-friendly and proficient technical support to high speed data and Digital Phone customers using phone, email, chat, instant messaging, and other means of communication, Associate’s Degree (A.A.) or equivalent from two-year College or technical school; or one year related experience and/or training; or equivalent combination of education and experience- PREFERRED, Knowledge of CSG, including but not limited to, work order entry/close, account research, billing and service code look-up, and credit/debit procedures a plus, Include shifts which may cover support hours from 12:30pm to 9pm Monday through Friday and 9am to 5pm on Saturday and Sunday, May be required to work a rotating shift schedule, Provide knowledgeable responses to inquiries in a courteous and professional manner, Provide complete documentation of issues handled, Responsible for meeting effective, timely, quality, and documented solutions to production issues, Looks for and finds ways to improve operations and systems, Performs problem resolution, troubleshooting, and diagnosis for calls and emails, High School Diploma or equivalent required. Reviewed and approved part orders for entire group before submitting to customer service. Responded to customer inquiries, primarily an online help ticketing system as well walk-ups, email and telephone. Participated in team meetings weekly, ask questions and provide input on case backlog, technical process, and new processes within the department. Based on our collection of resume samples, the ideal candidate demonstrates technical and troubleshooting skills, communication abilities, patience, problem solving orientation, and computer proficiency. Adds, moves and changes. Keep customer informed about progress by checking the status of work orders in customer record system. Provide excellent customer service to owners, employees and technicians. Security+CE, CCNA-Security, SSCP, CISSP) or be willing and capable of obtaining within 6 months of hire and must maintain the appropriate levels of certification throughout employment, A relevant, current technical certification (ie. Provide exceptional customer service by responding to all inbound customer calls and written correspondences. - Select from thousands of pre-written bullet points. Continual learned new developments and processes to meet business needs. Programmed automation scripts for UNIX using bash shell scripting and TCL, Implemented the strategic migration of the company's IT infrastructure to a domain/AD environment, Managed the migration of servers from 2003 to 2008 and 2012, Created a sound backup and disaster recovery plan. Sort by: relevance - date. Resolved web and phone support requests via Salesforce. Support multiple LAN configurations for gas stations across the U.S. Resolved problems on the first call with minimum transfers and truck rolls to the customer's. help desk support accreditation is a plus, Troubleshoot subscriber calls for all High Speed Internet Residential Customers, Troubleshoot Time Warner Cable Apps including Phone2Go, TWCTV, MyTWC, and Wi-Fi Finder, Review the On-line outage information to determine area spread outages, Support the Call Center with technical issues as needed, Work closely with Regional Data Center staff to resolve issues quickly, Communicate pertinent information with Regional Bridge Team, Previous experience working with the general public explaining or troubleshooting internet and voice over IP connected devices, Troubleshoot subscriber calls for Residential High Speed Internet Customers. Supported RAID hardware & software disk arrays. Maintaining at least a 93% scorecard including Average Handle Time, First Call Resolution, Avoidable Truck Rolls, Customer Listening Experience, etc. Technical support often contributes to or supports a company’s overall customer service philosophy, so the team or department may straddle the technical world of IT and the practical side of customer service. Installed and administered exchange server, troubleshooting and recovery. Assisted with operating systems background server issues, low level data file edits, data relationships.


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