Amber Merritt
Houston,TX
Summary
Proven Technical Support Representative with a track record of enhancing user experiences through effective troubleshooting and remote support. At Partner Hero, significantly improved customer satisfaction by mastering product knowledge and employing advanced issue resolution skills. Expert in technical and customer service, adept at managing complex customer issues with professionalism and patience.
Overview
6
6
years of professional experience
Work History
Technical Support Representative
Partner Hero
09.2023 - 08.2024
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Used ticketing systems to manage and process support actions and requests.
Technical Support Representative
Afni Inc, Verizon
06.2021 - 07.2023
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Used ticketing systems to manage and process support actions and requests.
Technical Support Representative
InfoCision
02.2018 - 05.2021
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
Education
High School Diploma -
Nimitz High School
Houston, TXSkills
- Technical Troubleshooting
- Technical Support
- Product Troubleshooting
- Remote Support
- Call Center Operations
- Customer Service
- Issue Troubleshooting
Timeline
Technical Support Representative
Partner Hero
09.2023 - 08.2024
Technical Support Representative
Afni Inc, Verizon
06.2021 - 07.2023
Technical Support Representative
InfoCision
02.2018 - 05.2021
High School Diploma -
Nimitz High School
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