Jessica Burgess
Seneca,SC
Summary
Qualified Advanced Technical Support Specialist with 8 years of helpdesk and customer service experience. Provides comprehensive Product and Service support. Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues.
Overview
8
8
years of professional experience
Work History
Technical Support Specialist
One Tone Telecom, Seneca, SC
Seneca, SC
10.2012 - 08.2020
- Responded to customer requests via telephone and email
- Verified data integrity and accuracy
- Copied, logged and scanned supporting documentation
- Supported Chief Operating Officer with daily operational functions
- Analyzed departmental documents for appropriate distribution and filing
- Coordinated customer scheduling, check-in, check-out and payments for billing
- Addressed questions and managed communications with customers and technicians
- Assisted customers promptly and politely, in person and via telephone
- Built long-term customer relationships and advised customers on purchases and promotions
- Delivered exceptional customer service by maintaining extensive knowledge of products and services and creating a welcoming environment
- Assisted customers and technicians on router diagnostic commands , network management tools, and third-party troubleshooting tools
- Proficient in Word and Excel.
Education
High school diploma -
Seneca High School
2008
Skills
- Interpersonal Skills
- Issue and Resolution Tracking
- Tracking and Documentation
- System Performance Assessment
- Customer Service Support
- Resolving Problems and Incidents
- Technical Troubleshooting
- Documentation Development
- Help Desk Support
- Organizational Skills
- Microsoft Windows and Office
- Multitasking and Prioritization
Timeline
Technical Support Specialist
One Tone Telecom, Seneca, SC
10.2012 - 08.2020
High school diploma -
Seneca High School