Job Search Status
Open to workDesired start date: Open to discussion
Open To Work
Lorena marin
Las Cruces,NM
Work Preference
Summary
Skilled Technical Support Agent offering robust background in troubleshooting, problem-solving and customer service. Strengths lie in communication, technical understanding, and ability to quickly adapt to new technologies. Notable impact made in previous positions through improved efficiency of support processes and heightened customer satisfaction.
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
5
5
years of post-secondary education
Work History
Senior Tech support agent
Volt Workforce Solutions
Las Cruces, NM
02.2017 - 06.2022
- Provided technical support for hardware and software issues.
- Assisted customers in troubleshooting connectivity problems.
- Documented customer interactions in ticketing system.
- Educated users on software applications and features.
- Managed multiple customer requests simultaneously while maintaining a high level of customer service.
- Maintained up-to-date records of customer accounts including contact information, warranties, repair history.
- Created detailed documentation of customer interactions and troubleshooting steps taken.
- Performed remote diagnosis and repairs on computers with operating system problems.
- Resolved customer issues by explaining self-help techniques that resulted in minimal personnel involvement.
- Updated knowledge base articles with new information regarding products and services offered by the company.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Assisted customer in understanding products, components and systems using technical demonstration.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Stayed abreast of latest software developments to enhance job knowledge.
- Coordinated with product and engineering teams to report software bugs and request new features based on customer feedback.
- Participated in after-hours on-call rotation for critical support needs.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Telephone Surveyor
Vupoint Research
Las Cruces, New Mexico
02.2016 - 02.2017
- Conducted telephone surveys to gather data for market research projects.
- Engaged participants to ensure clear communication and accurate responses.
- Recorded responses using survey software to maintain data integrity.
- Managed time effectively to complete surveys within designated timeframes.
- Performed surveys in Spanish when needed per company's client needs.
Telemarketer
Empereon Call Center
Las Cruces, NM
01.2014 - 02.2016
- Conducted outbound calls to potential clients to promote services of Direct TV.
- Managed customer inquiries and provided accurate information promptly.
- Utilized call center software to log interactions and maintain records.
- Handled objections effectively to maintain customer engagement during calls.
- Participated in training sessions to improve product knowledge and skills.
- Maintained professionalism while adhering to company policies during calls.
- Maintained and recorded customer information in database.
Education
Associate of Arts - General Studies
Nmsu Dona Ana Community College
Las Cruces, NM 05.2017 - 06.2022
Mayfield High School
Las Cruces, NM Skills
- Technical support
- Troubleshooting connectivity
- Remote diagnosis
- Software documentation
- Customer relationship management
- Product knowledge training
- Time management
- Conflict resolution
- Remote support
- Telecommunications
- Mobile device support
- Verbal and written communication
- MS office proficiency
- Windows 10
- Microsoft outlook
Languages
Spanish
Native/ Bilingual
A1
Timeline
Associate of Arts - General Studies
Nmsu Dona Ana Community College
05.2017 - 06.2022
Senior Tech support agent
Volt Workforce Solutions
02.2017 - 06.2022
Telephone Surveyor
Vupoint Research
02.2016 - 02.2017
Telemarketer
Empereon Call Center
01.2014 - 02.2016
Mayfield High School