CHESTER GOWAN
Kissimmee,FL
Summary
Dynamic Technical Support Specialist with a proven track record at Spectrum, excelling in technical troubleshooting and customer service. Achieved high first-call resolution rates while managing high-volume ticket queues. Expert in remote diagnostics and incident management, demonstrating strong active listening skills to enhance customer satisfaction and resolve issues efficiently.
Overview
5
5
years of professional experience
Work History
Technical Support Specialist
Spectrum
07.2020 - Current
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
- Resolved Number technical support inquiries per day.
- Documented support interactions for future reference.
- Recorded and maintained relevant notes for each client and work order.
- Walked individuals through basic troubleshooting tasks.
- Managed high-volume ticket queues while maintaining exceptional levels of customer service and satisfaction.
- Reduced response time with effective communication skills, ensuring customers received prompt assistance.
- Documented all client interactions thoroughly in the incident management system, allowing for efficient tracking of recurring issues and trends.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Achieved high first-call resolution rates through diligent troubleshooting efforts and comprehensive product understanding.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Managed high levels of call flow and responded to technical support needs.
Education
Bachelor Of Arts - Business Management
Valencia College
Orlando, FLSkills
- Technical troubleshooting
- Remote IT implementation
- Remote support
- Incident management
- Customer support
- Remote diagnostics
- Telecommunications
- Issue research
- Problem resolution
- Troubleshooting and diagnosing
- Technical support
- Issue troubleshooting
- Customer service expert
- Active listening
- Appointment scheduling
- Customer service
- Decision-making
- Data entry
- Desktop support
Timeline
Technical Support Specialist
Spectrum
07.2020 - Current
Bachelor Of Arts - Business Management
Valencia College