Nichole Clinton
Weiser,ID
Summary
Comprehensive tech support agent adept at handling several technical support queries and concerns per day. Recognized for resolving several problems in any given week and consistently meeting performance benchmarks in all areas. Hardworking and tech-savvy to prioritize workload. Solution-focused Tier 3 Technical Support Representative known for high productivity and efficient task completion. Specialize in complex problem-solving, advanced technical troubleshooting, and customer communication management. Excel in conflict resolution, active listening, and adaptability to rapidly changing technology environments. Committed to enhancing user satisfaction and driving continuous improvement in support services.
Overview
14
14
years of professional experience
Work History
Tech Support Tier 3/ Tech Support – Visit Now Tier 4
GTL
Fruitland, ID
06.2020 - Current
- Research, trouble shoot, and identify tablet issues
- Work closely with the Tech Support Escalation Team to get tablet and visit-now issues resolved.
- Participated in training sessions on new technologies or services offered by the company.
- Assist with new facility installs, making sure products are working.
- Assisted customers with troubleshooting errors and resolving technical issues.
- Access tablet servers, perform basic Linux adb commands.
- Collaborated with other departments to ensure timely resolution of customer inquiries.
- Tracked customer tickets using ticketing systems, such as ServiceNow.
- Conducted regular follow-up calls with customers after issue resolution was complete.
Special Material Expert(SME) – SNAP
Telmate-GTL
Ontario, OR
06.2016 - 06.2020
- Research inmate station issues and tablet issues; Research and create JIRA tickets for SNAP and Tablet issues; Work with FSR, ASR, and Omni Corps to research different issues with SNAP and TCC; Maintain and update Jira tickets for SNAP and TCC; Report SNAP and Tablet issues to the escalation rooms in Slack; Research customer gettingout accounts issues; Research and report issue with mobile gettingout apps; Research and report issue with gettingout/member access; Responsible for completing Inmate account SNAP merge (FSR-614); Complete ODOC content transfers via Danger zone; Research Fraudulent transfers that are completed by F&F
Customer Service Representative/Floor Specialist/SNAP SME Back up
Telmate
Ontario, OR
09.2011 - 06.2016
- Perform CSR responsibilities, Assist customers with deposits to phone and trust accounts
- Assist customers with visitation accounts, schedule visits and troubleshoot with customers with issues that they may be having
- Assist in canceling visits and contacting customers when facilities request
- Manage and take deposit for assigned Bail Bonds list and assist other Bail Bonds customer when they call in as a Bail Bonds specialist
- Assist with Attorney calls
- Assist with escalated calls from sales floor
- Answer customer service emails via email or by phone
- Research and answer any faxes that are sent into the Floor Specialist department
- Research and answer Inmate Issue Reports
- Assist Facility Support when needed
- Help walk to floor and assist CSR’s when leads and LITS aren’t available
- Assist with answering FSR when FSR are busy
- Create Public Tickets for FSR calls
- Research and submit information for charge backs
- Assist with special projects when needed
- Research and respond to representative reported SNAP issues
- Merge F&F SNAP
- Archive Inmate SNAP accounts
- Merge inmate PIN numbers
- Name changes for F&F account
- ODOC content transfers
- HipChat experience
- Create JIRA tickets for SNAP issues.
Customer Service Representative
Express Professional – Telmate
Fruitland, ID
03.2011 - 09.2011
- Answer multi-line phones, Assist customers with making deposits on their accounts to speak with inmates or detainees.
Education
High School Diploma -
Weiser High School
Weiser, IDSkills
- Researching skills
- Recognize issues
- Learn quickly
- Multitask
- Maintain highest level of confidentiality
- Efficient
- Organized
- Detail oriented
- Stay on task
- Office machines
- PC's
- Fax machines
- Copy machines
- 10-key
- Cash registers
- Multi-line telephones
- Microsoft Word
- Outlook
- Internet Explorer
- Excel
- ECS Pro
- Verbal skills
- Written skills
- Outgoing
- Customer service skills
- Teamwork
Custom
Reference upon request.
Timeline
Tech Support Tier 3/ Tech Support – Visit Now Tier 4
GTL
06.2020 - Current
Special Material Expert(SME) – SNAP
Telmate-GTL
06.2016 - 06.2020
Customer Service Representative/Floor Specialist/SNAP SME Back up
Telmate
09.2011 - 06.2016
Customer Service Representative
Express Professional – Telmate
03.2011 - 09.2011
High School Diploma -
Weiser High School
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