Help Desk Analyst Tier 2 Resume

SUMMARY

Accomplished Customer Service Representative with experience in delivering high - quality customer support to existing and new customers Experienced with Ticket base systems, 2 years’ experience working remotely, me offer Strong communication and interpersonal skills.

AREAS OF EXPERTISE

TECHNICAL SKILLS

PROFESSIONAL EXPERIENCE

Confidential

Help Desk Analyst Tier 2

Responsibilities:

Met individual customer service call volume and quality expectations by answering fifty to a hundred calls per day. Consistently in the top, three among 125 team members in answering calls.
Opened service repair orders and scheduled technicians for onsite repair.
Managed customer accounts, assisted with Software/Hardware issues, scheduled technicians and coordinated arrival times.
Initiating and receiving calls, emails, and working on a ticket-based support system, to and from clients, data centers, networks, and telecommunication vendors to resolve incidents.
Monitored and troubleshot connection issues, transaction errors, and critical system alerts, researched and investigated customer inquiries.
Documented reported issues, troubleshooting steps, and actions taken.
Followed established guidelines to accomplish tasks and solve routine/non-routine problems.
Attended on-going training to achieve a level of technical skill needed to solve complex problems.
Participated in continuous process improvement to improve service, reduce costs, and improve quality.
Interacted daily with management and engineers providing bug and process improvement feedback.

Confidential

Customer Support Team Lead/Trainer

Responsibilities:

Led customer support team in daily operations with 35 representatives using a live chat, phone, email platform.
Initiated and received calls and emails and on a ticket-based support system, to and from external customers to resolve incidents.
Served as an account manager for all corporate accounts. Facilitating renewals and new accounts.
Assisted marketing and sales teams with product FAQs and documentation development.
Provided input for system and Customer retention enhancements.
Called customers experiencing difficult or emotional situations with online orders to ensure the problem was resolved.
Worked closely with upper management to streamline and improve processes.
Created training classes and documentation, provided formal training, and developed new and existing customer service representatives which resulted in a 20% reduction in customer callbacks.
Provided corporate accounts with new product noledge to increase sales and customer satisfaction.
Provided feedback to management for employee evaluations.
Trained New Hires on company products and Job skills.
Received and resolved escalated customer issues.
Monitored three calls per month per support representative and provided feedback to management.