Dekayla Miller

• Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
• Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
• Monitored customer feedback, identifying trends to improve product offerings and the overall customer experience.
• Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
• Built rapport with customers by consistently delivering excellent service, fostering long-term loyalty.
• Created a knowledge base for staff members that provided quick access to important company information, frequently asked questions, and troubleshooting guides; this resource served as an invaluable tool in helping employees quickly resolve customer queries.
• Streamlined customer support processes for increased efficiency and faster resolution times.
• Collaborated with team members to create a positive work environment and improve overall customer experience.
• Participated in cross-functional teams to address complex problems, improving overall customer experience strategy.
• Maintained a high level of knowledge on company products and services, enabling efficient issue resolution for customers.
• Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.

• Oversee the daily performance of computer systems.
• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
• Answer user inquiries regarding computer software or hardware operation to resolve problems.
• Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
• Confer with staff, users, and management to establish requirements for new systems or modifications.
• Enter commands and observe system functioning to verify correct operations and detect errors.
• Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.
• Refer major hardware or software problems or defective products to vendors or technicians for service.
• Prepare evaluations of software or hardware, and recommend improvements or upgrades.
• Develop training materials and procedures, or train users in the proper use of hardware or software.
• Inspect equipment and read order sheets to prepare for delivery to users.
• Read trade magazines and technical manuals, or attend conferences and seminars to maintain knowledge of hardware and software.
• Conduct office automation feasibility studies, including workflow analysis, space design, or cost comparison analysis.
• Hire, supervise, and direct workers engaged in special project work, problem-solving, monitoring, and installation of data communication equipment and software.
• Modify and customize commercial programs for internal needs.

• Actively and consistently supports all efforts to simplify and enhance the customer experience.
• Manages high/critical incidents and ensures tickets are fully documented and resolved properly.
• Escalates issues as needed to Sr Systems Support Specialist.
• Monitors system/applications using tools such as Webtop and CPM.
• Responds to requests for technical assistance electronically, by phone and in person.
• Diagnoses and resolves technical issues related to hardware, software and networks.
• Logs interactions via ticketing system and conducts follow-up when needed to ensure closure of ticket.
• Documents processes, resolutions and sends e-mail communications to user base.
• Stays current with system information, changes and updates.
• Assists with Associate Systems Support Specialist duties as needed.
• Educates IT and the business about security policies and consults on security issues regarding user built/managed system.
• May perform other duties as assigned

As a Technical Support Representative, you will be responsible for finding innovative ways to respond to varying questions, issues, and concerns.

• Provide front line, first level, technical assistance for consumers
• Supporting Client specific high speed internet services delivering an exceptional customer experience
• Resolve technical problems, within a fast paced, customer facing environment
• Troubleshooting and issue resolution assistance with Client service and/or devices specific issues including internet connectivity and performance troubleshooting.
• Supporting customer needs related to Client specific high speed internet services and or devices including troubleshooting, triage, and additional required resolution techniques.
• Deliver in scope support for internet service and connectivity related issues pertaining to operating system, PC, and browser configuration.
• Demonstrate advanced product knowledge and he ability to solve customer issues.
• Resolve customer issues on the first call as frequently as possible.
• Open and manage trouble ticket system for user issues, Data Network, OS issues.
• Be patient, courteous and friendly with customers at all times.
• Demonstrate a positive attitude.
• Address and solve technical problems in a timely manner and complete all work assignments within expected time frames.
• Adhere to all work schedule assignments.
• Abide by and support management directives and adhere to all Teleperformance policies.
• Conducted comprehensive diagnostic tests to pinpoint underlying causes of reported issues.
• Reduced call resolution time by effectively troubleshooting software and hardware problems.