Justin Nixon

Customer Service Technician

Guadalupe Valley Telephone Coop

New Braunfels

03.2013 - Current

Identified and resolved customer complaints within established timeframes.
Provided feedback to team members regarding opportunities for improvement in customer service processes.
Provided technical assistance to customers for hardware and software related issues.
Performed troubleshooting of computer systems, networks, printers and other peripherals.
Maintained accurate records of customer interactions in ticketing system.
Recorded detailed notes about each customer interaction in order to track progress towards resolution.
Educated customers on how to use various products offered by the company.
Installed, configured and tested operating systems, application software and system management tools.
Created user accounts on the company's internal information system for new customers.
Resolved technical issues by providing step-by-step instructions over the phone or through remote access tools.
Ensured all customer inquiries were answered promptly with a high level of accuracy.
Responded to customer inquiries via telephone, email and online chat services.
Assessed customer needs and provided appropriate solutions in a timely manner.
Conducted regular follow ups with customers regarding outstanding tickets or unresolved queries.
Assisted customers with technical issues related to products or services.
Evaluated existing processes and procedures to identify potential improvement opportunities.
Participated in training sessions conducted by external vendors or suppliers for new technologies or products.
Diagnosed system errors and network problems using remote access tools.
Issued product and service recommendations according to specified queries.
Offered custom troubleshooting to assist problem resolution and restore service levels.
Maintained hardware inventory accessibility to fulfill common requests for service.
Contacted customers about potential service upgrades, new services and account changes.
Conferred with customers by telephone or in person to provide information about products or services and take orders.
Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
Exceeded established service goals while leveraging customer service, sales and employee management best practices.
Mentored junior team members and managed employee relationships.
Collaborated with sales team members to stay current on inventory levels and resolve item issues.
Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Supported sales team members to drive growth and development.
Promoted available products and services to customers during service, account management and order calls.
Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
Presented existing and prospective customers with valuable service or product information to aid in decision-making.
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.