Augustus Cole
Memphis
Summary
Technical Support Representative with over 8 years of experience in the tech and telecommunications industries, specializing in critical thinking and technical troubleshooting. Proficient in Salesforce and customer advocacy, with a proven ability to enhance customer satisfaction and streamline service processes. Committed to delivering efficient solutions and fostering customer loyalty through effective problem-solving and communication.
Overview
8
8
years of professional experience
Work History
Associate Technical Support Analyst
Assurant
Memphis
04.2024 - 10.2024
Apple At Home Advisor
Apple Inc.
Murfreesboro
08.2017 - 10.2023
- Stay up-to-date on the latest Apple products and technologies to effectively assist customers
- Deliver exceptional customer service by providing accurate and timely assistance with Apple products and technologies, ensuring customer satisfaction and loyalty.
- Provide personalized recommendations and solutions to address customer needs and improve their Apple experience.
- Identify and analyze customer trends and provide feedback to improve products and services.
- Develop and maintain a comprehensive knowledge base of Apple products, services, and troubleshooting techniques to effectively support customers.
- Stay up-to-date with product knowledge and industry trends to provide the most accurate and current information to customers.
- Proactively identify and resolve technical issues to ensure the smooth functioning of products and devices for customers.
- Research and implement new tools and technologies to improve the efficiency and effectiveness of technical support processes.
- Collaborate with cross-functional teams to identify and implement process improvements that enhance the customer support experience.
- Identify and document common technical issues and solutions to create a knowledge base for quick reference and efficient problem-solving.
Technical Support
IBEX Global
Spring Hill
10.2016 - 08.2017
- Delivered technical support for T-Mobile Home Internet services, assisting with network setup and troubleshooting.
- Provided chat-based customer support, addressing software and hardware concerns efficiently.
- Ensured high customer satisfaction by delivering clear and concise solutions.
- Resolved technical issues through chat support, achieving high satisfaction ratings and reducing follow-up inquiries.
- Analyzed recurring technical problems, implementing solutions that decreased troubleshooting time and increased efficiency.
Education
Bachelor of Fine Arts -
The University Of Memphis
01.2013
Skills
- Account Recovery
- Appointment Scheduling
- Communication Skills
- Conflict Resolution
- Core Critical Thinking
- Customer Advocacy
- Customer Service
- Empathy
- Multitasking
- Problem-Solving
- Salesforce
- Technical Troubleshooting
Personal Information
Title: Technical Support Representative
Timeline
Associate Technical Support Analyst
Assurant
04.2024 - 10.2024
Apple At Home Advisor
Apple Inc.
08.2017 - 10.2023
Technical Support
IBEX Global
10.2016 - 08.2017
Bachelor of Fine Arts -
The University Of Memphis
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