Overview
Work History
Education
Skills
Accomplishments
References
Timeline
Generic

Heather Stern

Des Arc,MO - Missouri

Overview

7
7
years of professional experience

Work History

Customer Support Technician

Covetrus
Dublin, OH
10.2017 - Current
  • Troubleshot customer technical issues over the phone and online.
  • Provided software installation instructions to customers.
  • Performed remote troubleshooting sessions with customers.
  • Assisted customers in navigating the company's website for support information.
  • Resolved customer inquiries related to product features, pricing, and availability.
  • Provided technical assistance via email, telephone, or other communication methods.
  • Investigated and escalated complex customer problems to higher-level technicians when necessary.
  • Responded promptly to all incoming customer inquiries within a timely manner.
  • Reviewed service requests from customers and addressed any discrepancies with accuracy.
  • Developed best practices for providing quality customer service while meeting productivity goals.
  • Utilized various tools such as knowledge base systems to quickly address common questions or issues.
  • Maintained up-to-date knowledge on company products and services offerings.
  • Documented detailed notes on each call with customers regarding their concerns or questions.
  • Followed up with customers after resolving an issue to ensure satisfaction was achieved.
  • Ensured compliance with industry standards related to data privacy regulations.
  • Assisted in training new Customer Support Technicians on policies and procedures.
  • Monitored performance metrics such as response time, resolution rate., in order to identify trends or improvement opportunities.
  • Participated in regular team meetings to discuss ways of improving the overall customer experience.
  • Opened service tickets for clients, documenting user information and description of problem.
  • Assisted customers with instructional support and product troubleshooting.
  • Supported customers with password resets and account customization.
  • Collaborated with customer service and sales colleagues to resolve issues.
  • Documented issues in bug tracking system for reporting.
  • Recorded complaints, product deficiencies, returned orders and other customer documentation in system.
  • Offered custom troubleshooting to assist problem resolution and restore service levels.
  • Maintained positive working relationship with fellow staff and management.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.

Education

Some College (No Degree) - Science, Technology, And Society

Three Rivers Community College
Poplar Bluff, MO

Skills

  • Technical Support
  • Service ticket tracking
  • Report Generation
  • Call center experience
  • Remote Support
  • Customer Education

Accomplishments

  • I have done tech support for Rapport for 7 years and Pulse for 2 years. This experience has allowed me to be at least somewhat familiar with not only Rapport and Pulse but also it's integrations which I believe makes me a good candidate for this position.

References

References available upon request.

Timeline

Customer Support Technician

Covetrus
10.2017 - Current

Some College (No Degree) - Science, Technology, And Society

Three Rivers Community College

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Heather Stern