Summary
Overview
Work History
Education
Skills
References
Affiliations
Timeline
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Bridget Owens

Bridget Owens

Killeen,TX

Summary

Results-driven Tier 2 Technical Support Specialist with extensive experience at Blizzard Entertainment, excelling in advanced troubleshooting and effective communication. Proven track record of enhancing customer satisfaction through efficient problem resolution and team leadership, consistently managing high call volumes while providing exceptional remote technical support.

Overview

12
12
years of professional experience

Work History

Tier 2 Technical Support Specialist

Harte Hanks
Austin, TX
08.2023 - Current
  • Assisted Tier 1 personnel with complex technical issues.
  • Diagnosed and troubleshot hardware, software, and network issues.
  • Escalated complex tickets to the Tier 3 team.
  • Created detailed reports of customer interactions and resolutions.
  • Provided guidance to Tier 1 Technical Support Specialists when needed.
  • Diagnosed system errors and performed troubleshooting steps.

Email Support Representative

Harte Hanks
Austin, TX
05.2019 - Current
  • Managed and resolved support tickets and chat inquiries efficiently.
  • Established trusting relationships with clients to enhance satisfaction.
  • Monitored emails queues and responded quickly to customer requests.
  • Answered customer inquiries regarding product features, pricing, and availability.
  • Escalated unresolved problems to higher levels of management when necessary.
  • Assisted customers with troubleshooting their email accounts.
  • Provided technical support to customers via email and phone.

Tier 1 Lead

Harte Hanks
Austin, TX
10.2022 - 08.2023
  • Developed coaching packages, and delivered evaluations.
  • Reviewed and audited calls per management requirements.
  • Completed day-to-day duties accurately and efficiently.

Tier 2 Lead (Temp Position)

Harte Hanks
Austin, TX
05.2022 - 10.2022
  • Assisted T2 specialists and monitored the RTA channel.
  • Updated technical support best practices.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.

Tier 2 Technical Support Specialist

Harte Hanks
Austin, TX
05.2020 - 05.2022
  • Assisted Tier 1 personnel with complex technical issues.
  • Diagnosed and troubleshot hardware, software, and network issues.
  • Escalated complex tickets to the Tier 3 team.
  • Created detailed reports of customer interactions and resolutions.
  • Provided guidance to Tier 1 Technical Support Specialists when needed.
  • Diagnosed system errors and performed troubleshooting steps.

Chat Support Specialist

Harte Hanks
Austin, TX
05.2019 - 04.2020
  • Provided accurate information via live chat.
  • Documented customer information accurately.

Tier 1 Technical Support Representative

Harte Hanks
Austin, TX
03.2019 - 05.2019
  • Managed over 50 calls daily.
  • Diagnosed and troubleshot hardware, software, and network issues.

Team Lead

2K Games Inc.
08.2018 - 03.2019
  • Monitored calls and identified trends.
  • Managed day-to-day activities and trained new team members.

Assurance Specialist

Bethesda
10.2015 - 08.2018
  • Designed test plans and procedures.
  • Collaborated with team members to achieve targets.
  • Researched and analyzed customer feedback to identify areas of improvement.
  • Analyzed customer needs and recommended appropriate products or services.

Tier 2 Technical Support Specialist

Blizzard Entertainment
01.2013 - 01.2015
  • Managed over 80 customer calls a day.
  • Diagnosed and troubleshot hardware, software, and network issues.
  • Participated in product testing cycles prior to release into the market.
  • Provided guidance to Tier 1 Technical Support Specialists when needed.
  • Diagnosed system errors and performed troubleshooting steps.

Education

High School GED -

Ingleside, TX
01.1995

Skills

  • Communication
  • Troubleshooting
  • Time management
  • Customer communication
  • Remote technical support
  • Organizational skills, and more
  • Customer service
  • Call auditing
  • Team leadership
  • Effective communication
  • Advanced troubleshooting

References

Available upon request.

Affiliations

  • Running
  • Walks with my Husky
  • Reading

Timeline

Tier 2 Technical Support Specialist

Harte Hanks
08.2023 - Current

Tier 1 Lead

Harte Hanks
10.2022 - 08.2023

Tier 2 Lead (Temp Position)

Harte Hanks
05.2022 - 10.2022

Tier 2 Technical Support Specialist

Harte Hanks
05.2020 - 05.2022

Email Support Representative

Harte Hanks
05.2019 - Current

Chat Support Specialist

Harte Hanks
05.2019 - 04.2020

Tier 1 Technical Support Representative

Harte Hanks
03.2019 - 05.2019

Team Lead

2K Games Inc.
08.2018 - 03.2019

Assurance Specialist

Bethesda
10.2015 - 08.2018

Tier 2 Technical Support Specialist

Blizzard Entertainment
01.2013 - 01.2015

High School GED -

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