Mercedes Montelongo
Fullerton,CA
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
5
5
years of professional experience
Work History
Technical Support Representative
Epson America
07.2022 - Current
- Provide technical support and customer service to all inbound, outbound calls and emails
- Respond emails in a timely manner before 24-hour deadline and follow up with updates
- Assess hardware issues, troubleshooting by replicating the issue in the company laboratory and identify solutions
- Log in every inbound and outbound calls
- Document every call thoroughly with the troubleshooting steps and resolution
- Attend team and business company meetings when scheduled to discuss team and company goals
- Remote in customer’s machine to troubleshoot and install printer drivers and to resolve communication issues with Epson Edge Print RIP software
- Successfully Met Expectations for Apr 01, 2022 – Mar 21, 2023 & Apr 01, 2023 – Mar 31, 2024
- Software Used: LogMeIn and Oracle Co-Browse to remote in customer’s computer when necessary to resolve technical issues
- Oracle Cloud Solution database to create and submit tickets
- Zoom for company meetings
- OneDrive to share files securely
- Mitel phone system for inbound/outbound calls
- SAP for checking order statuses and inventory
Software Support Representative
SurePrep, part of Thompson Routers
12.2019 - 05.2022
- TaxCaddy Support (SaaS / UI)
- Assist, educate and coach clients in their use of TaxCaddy account(s)
- Assess technical issues, troubleshooting, identify solutions and host webinars/training as needed
- Complete tasks and projects as assigned by management
- Provide technical support and exceptional customer service to all inbound/outbound calls, chats and email from new and existing TaxCaddy UI account customers to find resolutions to customer account issues like resetting password or finding customer’s tax return
- Submit tickets to the development team using JIRA for UI website issues
- SurePrep Support – Level 1 (Software Program)
- Provide technical support and exceptional customer service to all inbound/outbound calls, chats and email
- Assess technical issues, troubleshooting and identify solutions
- Schedule meetings via Calendly with potential clients to install SurePrep accounting software
- Attend Zoom meeting and install SurePrep accounting software in local, server and cloud environment
- Remote in customer’s machine and troubleshoot to solve software communication issues
- Respond to customer tickets in a timely manner before deadline and thoroughly document the troubleshooting steps that were performed with the customer via Zendesk ticketing system
- Update client data in Salesforce after completing a SurePrep installation with completion date and additional information when necessary
- Liaising with company software development team to resolve software issues
- Solved tickets 1,192 with a 96% customer satisfaction rate in taxpayer (TaxCaddy) and solved 468 tickets with a 95 % customer satisfaction rate in tax pro (SurePrep)
- Software used: Zendesk for live chat and sending emails to customers
- 8x8 phone software for inbound and outbound calls
- Twillo to view logged text messages that have been sent out to customers in TaxCaddy
- SendGrid to ensure emails reach customer inboxes, confirm if email was opened and clicked
- Swagger Ul to resend verification emails for TaxCaddy customers
- Zoom to create call meetings with customers to remote in their desktop to troubleshoot and to download and install SurePrep Accounting Software with SurePrep customers
- Salesforce to update SurePrep client data
- Confluence to share calendars between teams and note taking for meetings
Education
Highschool Diploma -
Santa Ana College School of Continuation
Santa Ana, CASkills
- Bilingual
- Computer Proficiency
- Resilience
- Data Entry
- Troubleshooting
- Ability to work with confidential information
- Organizational skills
Languages
Spanish
Professional Working
Software
Troubleshooting
Timeline
Technical Support Representative
Epson America
07.2022 - Current
Software Support Representative
SurePrep, part of Thompson Routers
12.2019 - 05.2022
Highschool Diploma -
Santa Ana College School of Continuation
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