Agent Resume

SUMMARY

Hardworking, tenacious worker with a strong sense of responsibility. Reliable and committed to ensuring completion of all tasks in a quick manner while providing the highest quality of work. Passionate and energetic for the IT sector. Work well independently and as a team player.

PROFESSIONAL EXPERIENCE

Agent

Confidential

Responsibilities:

Answers, evaluates and prioritizes incoming telephone, voice mail, email and in - person requests for assistance with hardware, software, networking, customer service and other computer-related technologies.
Identifies the priority status of an issue based on customer feedback and the nature of the problem.
Handles problem recognition, isolation, resolution and follow-up for routine customer problems, escalating more complex issues to advanced team members or department management.
Interviews customers to gather information about problem and leads user through diagnostic procedures to determine source of error or cause of problem.
Logs and tracks every customer case using problem management database, maintains history records and related problem documentation.
Consults with advanced team members and their liaisons to understand software and hardware errors. Is familiar with installation of personal computers, software and peripheral equipment.
Ensures customer satisfaction by responding to inquiries in a timely manner and coordinating customer service needs with other departments as required.