Chris Boos

Technical Support Advisor

Apple

01.2012 - Current

Enhanced customer satisfaction by promptly addressing technical issues and providing effective solutions.
Improved first-call resolution rates by applying comprehensive troubleshooting guides and knowledge base articles.
Increased team productivity with regular training sessions on emerging technologies and software updates.
Participated in weekly meetings to discuss ongoing cases, ensuring timely resolution of critical issues impacting client operations.
Escalated high-priority cases to appropriate departments, ensuring swift resolution and preventing potential downtime for clients.
Delivered exceptional service by empathizing with customers' concerns and resolving their problems quickly and accurately.
Maintained expert-level knowledge of company products to provide accurate information to clients during support calls or emails.
Utilized remote access tools effectively to diagnose system faults remotely, reducing the need for costly onsite visits from technicians.
Tailored technical explanations according to each client''s level of expertise, ensuring clarity and understanding.
Maintained confidentiality when dealing with sensitive customer data, adhering strictly to company policies regarding privacy protection.
Served as a liaison between clients and other internal departments when necessary, ensuring a seamless communication process for effective issue resolution.
Assisted customers in identifying issues and explained solutions to restore service and functionality.
Documented support interactions for future reference.
Monitored systems in operation and quickly troubleshot errors.
Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Translated complex technical issues into digestible language for non-technical users.
Explained security measures in simple terminology to help users understand malware and phishing threats.
Diagnosed and troubleshot hardware, software and network issues.
Researched and identified solutions to technical problems.
Created user accounts and assigned permissions.
Installed and configured operating systems and applications.
Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
Installed, configured and maintained computer systems and network connections.
Removed malware, ransomware, and other threats from laptops and desktop systems.
Patched software and installed new versions to eliminate security problems and protect data.

Summary

Overview

Work History

Technical Support Advisor

Education

High School Diploma -

Skills

Timeline

Technical Support Advisor

High School Diploma -

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