Gregory Griffin
Valdosta,GA
Summary
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
24
24
years of professional experience
Work History
Client Services Technical Support Specialist I
Availity
01.2024 - Current
- Assist medical providers, dental providers, and hospital systems with technical issues such as login and error messages within the Availity portal
- Work as a liaison between providers and payers/insurance carriers regarding the processing of eligibility and benefits requests, authorizations and referrals, and claim status requests
- Assist providers with determining and correcting claims rejections and denials
- Open and manage tickets that require payer review and assistance for more detailed and complex payer issues-salesforce ticket management.
Health Insurance Agent Support
Anthem BCBS(Contractor)
07.2022 - 12.2023
- Assist insurance agents with completing licensing and contracting requirements to sell Anthem health products
- Walk agents through registration and completion of appointment and contracting applications in the broker portal
- Resolve agent requests to resolve commission payment discrepancies by researching tickets through the case management process outlined
- Salesforce ticket management system.
Tier 2 Technical Support
FuboTV
05.2021 - 07.2022
- Assist customers with technical issues regarding streaming apps
- Assist with troubleshooting streaming devices, smart TVs, and internet-related issues
- Onboard customers through installation and navigation of the Fubo app
- Zendesk ticketing system.
Internet Support Representative 2
Mediacom Communications Corporation
06.2015 - 04.2021
- Assist with customers' Internet connectivity and networking issues
- Assist customers with VOIP phone service issues
- Assist customers with the provisioning of modems and wireless routers
- Assist customers with connecting wireless devices
- Remedy ticketing system.
Sales Support Coordinator
Comcast
01.2014 - 03.2015
- Work with sales staff, dispatch team, operations team, and the customer to ensure successful conversion of new small business customers to Comcast
- Work from the initial signing of the contractual agreement through post-installation of service
- Resolve technical, contractual, administrative, and procedural issues between other carriers that may prevent porting and conversion of service to Comcast.
VOIP Technical Support
Engineering Consulting Group
10.2011 - 12.2013
- Receive inbound calls related to maintenance and repair of level 1 data and voice communication service
- Initiate level 1 troubleshooting by following steps to resolve such issues as network outages, call quality issues, password reset, etc
- Level 1 network monitoring and fraud detection
- Work with level 2 and above engineers to resolve network outages and troubles
- Work with carriers, vendors, and field technicians to resolve network outages and troubles.
Tier 1 Tech Support Lead
Sprint Corporation
05.2000 - 10.2011
- Train and develop new technical support agents
- Monitor agents' calls for quality and training purposes
- Work with carriers, vendors, and field technicians to resolve network outages and troubles
- Open and manage trouble tickets for voice, ISDN, and data lines.
Education
Computer Networking -
Atlanta Technical College
12.2008
Business Administration -
Morris Brown College
12.1992
Skills
- Technical Troubleshooting
- Remote IT Implementation
- Remote Support
- Incident Management
- Account Management
- Customer Support
- Telecommunications
- Application support
- Issue Research
- User Training
- Issue Troubleshooting
- Ticket management
- Customer service expert
Timeline
Client Services Technical Support Specialist I
Availity
01.2024 - Current
Health Insurance Agent Support
Anthem BCBS(Contractor)
07.2022 - 12.2023
Tier 2 Technical Support
FuboTV
05.2021 - 07.2022
Internet Support Representative 2
Mediacom Communications Corporation
06.2015 - 04.2021
Sales Support Coordinator
Comcast
01.2014 - 03.2015
VOIP Technical Support
Engineering Consulting Group
10.2011 - 12.2013
Tier 1 Tech Support Lead
Sprint Corporation
05.2000 - 10.2011
Computer Networking -
Atlanta Technical College
Business Administration -
Morris Brown College
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