Isaiah Kennedy

As an IT Support Specialist I was responsible for providing technical support and assistance. Interactping with customers by phone or in-person to resolve their computer problems related to software and hardware issues to help them get back up running smoothly again.

• Offered new customers training to reduce frustration and improve customer satisfaction.
• Answered questions and provided information to customers about new software or hardware.
• Determined hardware and network system issues using proactive troubleshooting techniques.

• Provide weekly status reports on ongoing tasks and deliverables
• Answered constant flow of customer calls with minimal wait times.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Responded to customer requests for products, services and company information.
• Leveraged sales expertise to promote products and capitalized on upsell opportunities.
• Evaluated account and service histories to identify trends, using data to mitigate future issues.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

• Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
• Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service.
• Contributed ideas and practical solutions to support process improvement efforts.
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.