Experienced Technical Support Professional

Overview

Looking for part-time work (4 hours/day)

at $4.72/hour ($454.55/month)

Graduate of Electronics and Computer Technology

Last Active

February 23rd, 2011 (5591 days ago)

Member Since

February 23rd, 2011

Profile Description

- Provides callback for customer's technical concerns and provide the appropriate solution for the issue.
- Verify customer's technical concerns are addressed and resolved.
- Handles a different queue for technical cases and gives solution to those tickets within a set SLA.
- Scrub case notes to ensure that all technical concerns are properly addressed by previous representatives and proper technical procedures are done.
- Provides feedback to SCSP/Coach regarding agents who had incomplete/invalid imposed steps for cases for agents not to repeat the same mistake again.
- Ensures that all resolved, unresolved, escalated and pending cases are properly logged and documented for reviews, basis for metrics and for future use.
- Provides a big part of ensuring that the CEM and FCR of the account and/or site reach or exceed the goal.
- Answer customers interested in a product or service and complete an agreement to talk with a sales representative.
- Record changes to contact details on a database and note follow-up action.
- Maintain statistics of calls made and successes achieved.
- Receive calls and provide information to assist with any problem either billing or technical.
- PC and internet troubleshooting/maintenance
- PC assembly and LAN networking