Technical Support/ Customer Service Specialist/ Help Desk/ Service Desk/ Customer Su

Experienced in diagnosing and troubleshooting internet, hardware, software, and connectivity issues through phone and remote support. Skilled in identifying root causes, guiding customers through step-by-step troubleshooting, and determining when onsite assistance is required. Proficient in coordinating and dispatching field technicians, scheduling service appointments, documenting cases in ticketing systems, and ensuring timely issue resolution while maintaining excellent customer satisfaction and meeting service level agreements (SLAs).

Experienced Customer Support Specialist with over 8 years of experience providing exceptional service through phone and remote support. Skilled in resolving customer inquiries, managing accounts, handling escalations, processing service requests, and delivering customer-focused solutions. Strong communicator with a proven ability to build trust, solve problems efficiently, and ensure a positive customer experience.

Provided first-level IT support by assisting users with login issues, password resets, account recovery, and basic system troubleshooting. Managed support tickets, documented incidents, escalated complex issues, and delivered timely resolutions while maintaining excellent customer service and SLA compliance.

Provided professional phone support by assisting customers with inquiries, technical issues, account-related concerns, and service requests. Listened actively to understand customer needs, diagnosed problems, guided customers through troubleshooting steps, and delivered accurate solutions in a timely manner. Maintained clear communication, documented customer interactions, and ensured a positive customer experience.

Experienced in coordinating and dispatching field technicians to customer locations for onsite service and repairs. Responsible for assessing customer issues, determining when onsite support was required, scheduling technician appointments, and ensuring timely dispatch based on service priorities. Worked closely with customers and field technicians to provide appointment updates, communicate service expectations, and monitor ticket progress through resolution. Maintained accurate documentation in ticketing systems, managed escalations, and ensured compliance with service level agreements (SLAs) while delivering excellent customer service.