Austin Otworth

• Managed large ticket queue while adapting to new team priorities and guidelines.

• Composition and implementation of troubleshooting and training documentation.

• Reviewed work preformed by support team and provided guidance and advanced troubleshooting when needed.

• Monitored supply chain and managed part orders and technician dispatches.

• Work with on-site technicians providing support for installation and maintenance of digital signage solutions.
• Achieve total client satisfaction within guidelines of each specific team.
• Analyzed issues to identify troubleshooting methods needed for quick remediation.
• Performed quality assurance and quality control assessments of support ticket fulfillment.

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Weekly data entry logging all orders and complaints for every employee and store.
• Answered product and service questions, suggesting other offerings to attract potential customers.
• Ensured swift resolution of customer issues to preserve customer loyalty while complying with customer policies.