Ebony Morton

Tier 2 Technical Support Representative

• Provide Tier 2 technical support and guidance to Level 1 agents through real-time support channels, helping troubleshoot and resolve complex customer and equipment issues.
• Manage and coordinate Starbucks service cases, ensuring issues are properly documented, escalated, and followed through to resolution.
• Process and coordinate FSL orders to support timely field service and parts fulfillment.
• Troubleshoot complex technical issues and collaborate with Tier 3 Support and Engineering when additional investigation or advanced technical expertise is required.
• Assist with escalations, service coordination, and technical investigations to support service-level expectations and minimize customer downtime.
• Support leads and management with additional technical, operational, and service-related responsibilities as assigned.

Reviewed and processed insurance policy requests and transactions by verifying policy requirements, contractual guidelines, and supporting documentation,Coordinated underwriting requirements, processed policy changes, calculated premium and commission impacts, and maintained accurate records and systems to support regulatory compliance and quality assurance. regulatory and audit. Communicated with agents and policy owners to resolve missing information and complete transactions promptly, adhering to established service standards.

• Managed inbound customer inquiries regarding policy servicing, billing, and account updates with accurate guidance.
• Documented case notes in CRM systems to maintain complete records and support follow-up resolution.
• Resolved routine policyholder issues by researching account details, forms, and service procedures.

Managed high-volume customer chats and email cases for 7-Eleven customers with incomplete orders, missing items, and order discrepancies through the 7-Eleven mobile app. As a Tier 2 De-Escalation Representative, managed high-volume customer chats and email cases for 7-Eleven customers experiencing incomplete orders, missing items, and order discrepancies through the 7-Eleven mobile app. Investigated and resolved complex customer issues by reviewing order details, determining appropriate resolutions, and processing refunds or account credits through Zendesk. Delivered timely, accurate resolutions while maintaining a high standard of customer service and case documentation.

• Led daily operations for call center agents, ensuring efficient handling of customer issues and adherence to performance standards.
• Managed complex escalations and coordinated communication between customers and field technicians to drive timely issue resolution.
• Served as a resource for agents handling difficult or technical issues, providing guidance and helping identify effective resolutions.
• Provided support to agents managing difficult or technical issues, offering guidance and helping identify effective resolutions.
• Coordinated customer and technician callbacks, ensuring proper communication, tracking, and follow-through on issue resolution.