Erika James

Team Support Specialist

Consumer Cellular

Redmond, OR

08.2012 - Current

Tracked service tickets from creation through resolution using ticket tracking software.
Worked with internal teams to deliver accurate information to customers and service accounts.
Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Assisted customers with various types of technical issues via telephone.
Provided technical assistance to end users in a timely and professional manner.
Trained new support representatives on troubleshooting techniques and company support protocols.
Handled customer service issues by providing guidance or escalating for advanced support.
Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.
Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction .
Guided customers through step-by-step solutions in a clear and concise manner.
Ensured compliance with organizational policies regarding data protection regulations.
Analyzed account logs for errors or suspicious activity that may indicate malicious intent or attacks.
Developed training materials and procedures or trained users in proper use of hardware or software.
Collaborated with the technical team to discuss recurring customer issues and develop long-term solutions.
Assisted in the development of team processes, procedures and standards.
Maintained positive working relationship with fellow staff and management.
Escalated complex issues to senior technical staff, ensuring proper follow-through until resolved.