Brandon Williams
Brownsville,PA
Summary
Dedicated Technical Support Representative with proven skills in technical troubleshooting and complaint resolution. Committed to delivering exceptional customer experiences and enhancing team efficiency.
Overview
2
2
years of professional experience
Work History
Technical Support Representative
Contact Us Communications
111 Roberts Rd Grindstone PA 15442
11.2023 - Current
- Provided technical support for Bosch HVAC equipment via phone and email, resolving customer issues efficiently.
- Contributed to team success by consistently meeting or exceeding established performance metrics.
- Improved team efficiency by actively participating in training sessions and sharing acquired knowledge with peers.
- Assisted in troubleshooting hardware and network connectivity problems for diverse clientele.
- Documented customer interactions and solutions in ticketing system to enhance knowledge base.
- Collaborated with team members to identify recurring issues and develop effective solutions.
- Trained new staff on best practices for customer interactions and technical problem-solving techniques.
- Escalated complex issues to Tier 2 support while ensuring timely follow-up with customers.
- Analyzed support trends to recommend process improvements for increased efficiency.
- Delivered exceptional customer experiences through clear communication and empathy during support calls.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Collaborated with cross-functional teams to improve service delivery and issue resolution processes.
- Managed multiple priorities simultaneously while maintaining focus on delivering exceptional customer service.
Education
High School Diploma -
Mifflin County High School
501 6th St, Lewistown, PA 17044Skills
- Technical troubleshooting
- Technical support
- Product troubleshooting
- Remote support
- Call center operations
- Active listening
- Account management
- Complaint resolution
- Technical documents comprehension
- Interpersonal skills
- Call management
- Customer service expert
Timeline
Technical Support Representative
Contact Us Communications
11.2023 - Current
High School Diploma -
Mifflin County High School