Summary
Overview
Work History
Education
Skills
Timeline
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Jon-Michael Smith

Houston,TX

Summary

Qualified Advanced Technical Support Specialist with 7 years of technical support and customer service experience. Provides comprehensive technical support. Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues.

Overview

9
9
years of professional experience

Work History

Technical Support Specialist

TopGolf
Webster, TX
10.2015 - Current
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Submitted service tickets for equipment maintenance requests.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Documented transactions and support interactions in system for future reference and addition to knowledge base.
  • Recorded and maintained relevant notes for each client and work order.
  • Monitored systems in operation and input commands to troubleshoot areas.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Assessed technical complexity of tickets to escalate to Tier 3 team.

Sales Associate

T-Mobile
Houston, TX
03.2018 - 03.2020
  • Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
  • Provided positive first impressions to welcome existing, new and potential customers.
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Answered customer questions regarding sizing, accessories and proper care for merchandise.
  • Engaged with customers to effectively build rapport and lasting relationships.
  • Solved customer challenges by offering relevant products and services.
  • Increased sales by offering advice on purchases and promoting additional products.
  • Maintained customer satisfaction with quick and professional handling of product returns.
  • Processed product returns and assisted customers with other selections.
  • Achieved perfect attendance and on-time record.
  • Implemented up-selling strategies such as recommending accessories and complementary purchases to boost revenue.
  • Trained and developed new hires in company processes, product knowledge, customer service and selling techniques.
  • Trained and developed new sales team associates in products, selling techniques and company procedures.
  • Educated associates on market trends and stayed up-to-date on forecasts.

Education

No Degree - Computer Engineering

Prairie View A & M University
Prairie View, TX

High School Diploma -

Bowie High School
Arlington, TX
05.2007

Skills

  • Verbal and Written Communication
  • Help Desk Support
  • Analytical and Methodical
  • Error Detection
  • Multitasking and Prioritization
  • Time Management
  • Technical Troubleshooting
  • Hardware and Software Repair
  • Customer Service Support
  • Active Listening
  • Mobile Device Repair
  • Online Chat Support

Timeline

Sales Associate

T-Mobile
03.2018 - 03.2020

Technical Support Specialist

TopGolf
10.2015 - Current

No Degree - Computer Engineering

Prairie View A & M University

High School Diploma -

Bowie High School

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Jon-Michael Smith