Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic
Frank Prosutte-Fritcher

Frank Prosutte-Fritcher

Summary

Versatile Technical Support Specialist skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.

Overview

10
10
years of professional experience

Work History

Technical Support Specialist

Paylocity
05.2018 - Current
  • Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Documented support interactions for future reference.
  • Promoted efficiency among departments with prompt resolution of system issues.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.

IHX/Manager on Duty

AT&T
11.2013 - 05.2018
  • Trained employees in essential job functions.
  • Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
  • Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
  • Supervised and coordinated team to provide guidance and support and maximize performance.
  • Initiated plans to improve customer relations, quality standards, and service efficiency.
  • Achieved results by working with staff to meet established targets.

Education

Business Management -

Penn Foster College
Scranton, PA
12.2024

Skills

  • Technical Troubleshooting
  • Performance Optimization
  • Technical Support
  • User Support
  • Performance Testing
  • Complaint Resolution
  • Ticket Support System Management
  • Customer Success Management

Accomplishments

    Successfully Completed the LEAD program that is offered by Paylocity. I completed this course in 2023.

Timeline

Technical Support Specialist

Paylocity
05.2018 - Current

IHX/Manager on Duty

AT&T
11.2013 - 05.2018

Business Management -

Penn Foster College

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Frank Prosutte-Fritcher