MELISSA JACKSON
St Mary's,GA
Summary
Adept at technical troubleshooting and renowned for exceptional customer service, my tenure at Cablevision significantly elevated user satisfaction. Mastering product support and remote assistance, I leveraged active listening to resolve complex issues, documented meticulously, and enhanced the customer experience through proficient use of ticketing systems.
IT professional with commitment to high standards and delivering impactful results. Extensive experience in providing technical support and resolving complex issues. Effective collaborator focused on team success and adaptability to changing technological needs. Proficient in problem-solving and customer service, ensuring reliability and responsiveness.
Overview
17
17
years of professional experience
Work History
Technical Support Representative
Cablevision
10.1997 - 03.2015
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Used ticketing systems to manage and process support actions and requests.
Education
Associate of Science - Computer And Information Systems Security
Braircliff College
Bethpage, NYSkills
- Technical troubleshooting
- Technical support
- Product troubleshooting
- Remote support
- Customer service expert
- Call center operations
- Issue troubleshooting
- Active listening
- Customer service
Timeline
Technical Support Representative
Cablevision
10.1997 - 03.2015
Associate of Science - Computer And Information Systems Security
Braircliff College
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