Embra young

• Research and resolve client issues using CRM systems.

• Diagnose and resolve issues related to corrupt data, application program code errors, system performance, operating environment or third party system problems.

• Team Lead typically handles most complex issues and subject matter expert in the area of application programming resolutions.

• Makes proactive client calls to ensure client satisfaction, issue resolution, and client retention.

• Maintain lab hardware and software; load client databases and data for testing purposes

Provided the first-line of post-sales telephone technical support of Hardware, systems, sub-systems and/or applications for customers and/or employees.

• Answered basic questions about installation, operation, configuration, customization, and usage of assigned product.

• Applied basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.

• Escalated complex problems to the Remote Support Engineering staff or Field Engineering.

• Provided technical support for internal and external customers.

• Trained new employees to properly perform installations and repairs.
  ⦁ Install, repair, and maintain residential/small business broadband products (HSI, IPTV, Fiber to the Premises)
  ⦁ Install and configure residential/small business networking equipment (modems, routers, switches, network cabling, wireless devices)
  ⦁ Perform Service calls. Run coax, cat 3 and cat5 outlets.
  ⦁ Assist with troubleshooting with customer CPE
  ⦁ Splice and install fiber
  ⦁ installed internet, voice, and cable service in over 300 residences and businesses.
  ⦁ repaired/serviced services for residential and commercial customers.
  ⦁ Excellent time management skills.
  ⦁ Met and exceeded Quality Control.
  ⦁ Performed job under little to no supervision.