Christian Medina

-Monitor production network environment using a combination of monitoring tools to ensure availability.
-Work with Business customers, Residential customers and techs in the field installing new services via phone.
-Troubleshoot issues remotely with customers and technicians in the field through the AMDOCS billing system. Also troubleshooting ONTs, IDF & smart switches, and cable modems via AMS GUI. ZTE, MobaXterm, Putty, or Cisco & DHCP servers.
-Coordinate onsite dispatch of Telecommunication vendor repair services.
-Respond to automated alerts from monitoring tools according to procedure. Use diagnostic tools to ascertain level and criticality of problem. Discover faults and conditions in a proactive manner. Diagnose cause where appropriate and resolve expeditiously.
-Escalate issues and problems according to procedures and best judgment via JIRA ticketing system & Cognito Forms.
-Perform periodic health checks of systems.
-Use judgment and knowledge of networking, systems, and SMS applications to identify problems as they occur and decide on best course of action to resolve.
-Provision VOIP voice services onto ONTs, switches, and modems while using tools like Odin & Lumen to ensure phone numbers are correctly ported & assigned.
-Work with Engineers to resolve production problems.
-Responsible for configuring and maintaining monitoring tools.

Responsible for overseeing the resolution of customer service issues and complaints related to home warranty claims, ensuring timely and satisfactory outcomes for customers while adhering to company policies and procedures, often requiring strong communication skills, problem-solving abilities, and a focus on customer satisfaction.
Key Responsibilities:
Complaint Management
Escalation Handling
Claims Review
Contractor Coordination
Customer Communication
Team Leadership
Policy Interpretation

Required Skills and Qualifications:
Excellent Communication Skills
Problem-Solving Skills
Organizational Skills
Decision-Making Abilities
Technical Knowledge of basic home systems and appliances to effectively assess warranty claims and a deep commitment to providing exceptional customer service and resolving issues in a timely manner.

Assists customers with escalated concerns as assigned by management via telephone or face-to-face through research and resolution using various tools and systems. Must possess a strong working knowledge of all Company products/services. May sell all products and services offered by the Company. May assist management with scheduling and tracking of the workforce and vacation schedules in accordance with set Company guidelines and requirements. Maintains appropriate records, prepares required reports and updates customer accounts. May support and backup the sales and store operations, i.e., take customer payments, over the counter exchanges, programming of handsets, switchboard, etc. Coordinates with all sales channels for retention efforts on existing customer base. Handles escalated issues as assigned by management. May be responsible for leading projects, scheduling or coordination between customer and various departments. Performs other duties as assigned by management.

• Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
• Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
• Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
• Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
• Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
• Used ticketing systems to manage and process support actions and requests.
• Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
• Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
• Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
• Managed high levels of call flow and responded to technical support needs.
• Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
• Conducted thorough research on reported issues, identifying root causes and implementing effective fixes to prevent future problems.
• Collaborated with cross-functional teams to identify recurring issues, developing proactive solutions to minimize future occurrences.
• Conducted in-depth analysis of recurring technical problems, contributing to long-term solutions.
• Researched and identified solutions to technical problems.
• Diagnosed and troubleshot hardware, software and network issues.
• Monitored system performance to identify potential issues.
• Generated reports to track performance and analyze trends.