BRIDGET OWENS
Hewitt,TX
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
11
11
years of professional experience
Work History
Tier 2 Technical Support Specialist
Harte Hanks
Austin, TX
08.2023 - Current
- Assisting Tier 1 personnel in solving basic technical problems and for investigating elevated issues by confirming validity of the problem and seeking known solutions related to these more complex issues
- Important that technicians review work orders or support tickets to see what has already been accomplished by Tier 1 technicians and how long technicians has been working with particular customer
- Meeting both customer and business needs as it allows technician to prioritize troubleshooting process and properly manage their time
- If problem is new and/or personnel from this group cannot determine solutions, which are responsible for raising this issue to Advance technical support group
- Assessed technical complexity of tickets to escalate to Tier 3 team
- Shepherded customers through ongoing or multifaceted technical struggles to research long-term solutions
- Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues
- Diagnosed and troubleshot hardware, software and network issues
- Responded to customer inquiries and provided technical assistance over phone.
Tier 1 Lead
Harte Hanks
Austin, TX
10.2022 - 08.2023
- Developed coaching packages and delivered weekly one on one evaluations
- Attended weekly calibrations
- Provided effective coaching that results in positive outcomes
- Reviewed and audit calls per management and contract requirements
- Had weekly one on one meetings with each team member when supervisor needed me to
- Assisted in RTA chat
- Assisted in General, RTI, Tier 2 when agents needed assistance.
Tier 2 Lead
Harte Hanks
Austin, TX
05.2022 - 10.2022
- Assisted T2 Specialist with steps for assisting customers when needed
- Reached out to agents when they were over breaks, late lunch etc
- Monitored RTA channel
- Monitored T2 Chats
- Assisted with updating technical support best practices for use by team
- Was the technical escalation point for Supervisor calls
- Worked closely with Customer Support, Tier 3, Product and R&D teams
Tier 2 Technical Support Specialist
Harte Hanks
Austin, TX
04.2020 - 05.2022
- Assisting Tier 1 personnel in solving basic technical problems and for investigating elevated issues by confirming validity of the problem and seeking known solutions related to these more complex issues
- Important that technicians review work orders or support tickets to see what has already been accomplished by Tier 1 technicians and how long technicians has been working with particular customer
- Meeting both customer and business needs as it allows technician to prioritize troubleshooting process and properly manage their time
- If problem is new and/or personnel from this group cannot determine solutions, which are responsible for raising this issue to Advance technical support group
- Assessed technical complexity of tickets to escalate to Tier 3 team
- Shepherded customers through ongoing or multifaceted technical struggles to research long-term solutions
- Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues
- Diagnosed and troubleshot hardware, software and network issues
- Responded to customer inquiries and provided technical assistance over phone.
Email Support Representative
Harte Hanks
Austin, TX
05.2019 - 04.2020
- Kept accurate records of customer support interactions using defined methods and tools
- Managed and responded to team-leading volume of support tickets and chats submitted via email and through support portal
- Built trusting relationships with clients through open and honest communication
- Researched customer inquiries using modern technology and proactively improved internal processes.
Chat Support Specialist
Harte Hanks
Austin, TX
05.2019 - 04.2020
- Responded to customer inquiries and provided accurate information about products and services via live chat
- Worked closely with each customer to carefully resolve issues within timely fashion
- Monitored customer conversations and provided timely, knowledgeable assistance
- Documented all customer information accurately in computer system, providing dated notes for future reference.
Tier 1 Technical Support Representative
Harte Hanks
Austin, TX
03.2019 - 05.2019
- Through technical competence and effective communication
- Managed over 50 calls daily
- Checking for previous support tickets, and recording details about current issue
- Opening support tickets and providing tracking numbers to customers
- Tailor experience to customer
- Document and respond to tickets efficiently
- Report recurring customer roadblocks and significant problems
- Solve for customer, not convenience
- Responded to customer inquiries and provided technical assistance over phone and in person
- Diagnosed and troubleshot hardware, software and network issues
- Have ability to choose logical words and convey customer-friendly tone
- Researched and identified solutions to technical problems
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
Team Lead
K Games Inc
08.2018 - 03.2019
- Monitor calls efficiently and effectively, listen to calls, entire call, focus on positive as well as negative, and allow agent to dispute their evaluations
- Filter through large amounts of data to identify trends, pull specific information and make outbound calls to customers for resolution
- Work closely with internal and external consumer customers
- Escalate any appropriate problems to senior management Support Senior Manager to highlight operational risks and areas for improvement Manage day-to-day line activities, prioritized and make risk/impact assessments within existing processes and procedures towards achieving SLAsEnsure training and development plans are maintained for all team members Tier 1- Tier 2 - Quality
- Trained new team members by relaying information on company procedures and safety requirements
- Coached team members in techniques necessary to complete job tasks
- Worked different stations to provide optimal coverage and meet production goals
- Managed schedules, accepted time off requests and found coverage for short shifts.
Assurance Specialist
Bethesda
10.2015 - 08.2018
- Designed test plans, scripts and procedures to maximize team efficiency and catch all software flaws
- Kept automation scripts current with continuous updates to meet changing demands of new and revised programs
- Developed and communicated standard operating procedures to team of 35QA
- Monitor calls efficiently and effectively, listen to calls, entire call, focus on positive as well as negative, and allow agent to dispute their evaluations
- Collaborated well with team members to carry out daily assignments and achieve team targets
- Support denoting advanced technical troubleshooting and analysis methods
- Assisting Tier 1 personnel in solving basic technical problems and for investigating elevated issues by confirming validity of problem and seeking for known solutions related to these more complex issues
- It is important that technician review work order or support ticket to see what has already been accomplished by Tier 1 technician and how long technician has been working with particular customer
- Meeting both customer and business needs as it allows technician to prioritize troubleshooting process and properly manage their time
- If problem is new and/or personnel from this group cannot determine solution, are responsible for raising this issue to Advance technical support group
- Reviewed activities regularly to identify opportunities for improvement
- Collaborated well with team members to carry out daily assignments and achieve team targets
- Guided visitors to staff members and business locations with warm, personable approach
- Provided assistance with inbound and outbound document processes, document sorting, logging and work order creation
- Transmitted documents, organized revisions and tracked changes
- Worked with internal team members to remedy issues with preemptive solutions.
Tier 2 Technical Support Specialist
Blizzard Entertainment
01.2013 - 01.2015
- Report recurring customer roadblocks and significant problems
- Solve for customer, not convenience
- It requires good reading comprehension skills and critical thinking
- Don't create essays; respond to questions and complaints
- Have the ability to choose logical words and convey customer-friendly tone
- Diagnosed and troubleshot hardware, software and network issues
- Generated reports to track performance and analyze trends
- Managed over 80 customer calls day
- Assessed technical complexity of tickets to escalate to Tier 3 team.
Education
GED -
Aransas Pass HS
01.1995
Skills
- Communication
- Knowledge of Product or Service
- Empathy
- Time Management
- Troubleshooting
- Emotional Support
- Remote Technical Support
- Responding to Technical Questions
- Organizational Skills
- Customer Communication and Empathy
- Text Support
- Knowledge Base
- Team Support
- Resolve Technical Problems
- Agent Support
- Friendly and Patient
- Technical Support and Assistance
- Case Support
- Tracking and Documentation
- Troubleshooting Network Issues
- Oracle
- Salesforce
- RNT
- Closing Tickets
- Microsoft Windows and Office
- Case Notes
Timeline
Tier 2 Technical Support Specialist
Harte Hanks
08.2023 - Current
Tier 1 Lead
Harte Hanks
10.2022 - 08.2023
Tier 2 Lead
Harte Hanks
05.2022 - 10.2022
Tier 2 Technical Support Specialist
Harte Hanks
04.2020 - 05.2022
Email Support Representative
Harte Hanks
05.2019 - 04.2020
Chat Support Specialist
Harte Hanks
05.2019 - 04.2020
Tier 1 Technical Support Representative
Harte Hanks
03.2019 - 05.2019
Team Lead
K Games Inc
08.2018 - 03.2019
Assurance Specialist
10.2015 - 08.2018
Tier 2 Technical Support Specialist
Blizzard Entertainment
01.2013 - 01.2015
GED -
Aransas Pass HS
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