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
Meridian, ID
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
Boise, ID
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, PA12.2024
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