ROBERTO ORTEGA
Rocky Ford,United States
Summary
Friendly Support Representative keen to help customers maximize product impact and usability. Amiably replies to all customer queries and consistently resolves client issues. Committed to improving user satisfaction numbers and supporting return patronage across all supported products. Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Overview
8
8
years of professional experience
Work History
Technical Support Assistant
Point Click Care
Atlanta, GA
01.2024 - Current
- Provided training on new technologies to end-users when necessary.
- Provided technical support and troubleshooting services to end-users experiencing hardware and software issues.
- Analyzed system logs to identify potential issues or areas of improvement.
- Served as first point of contact for incoming technical service calls and emails.
- Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Assisted senior staff members with complex technical projects or initiatives.
- Assisted customers with password resets, account unlocks, and security settings adjustments.
- Assisted customers with installation of new hardware and software applications.
Customer Support Rep
Delta Dental
12.2022 - 01.2024
- Accurately verified information and updated information databases as necessary
- Redirected calls as needed and worked with my supervisor to address any outstanding issues or concerns
- Provided customers with quality assistance through phone calls, emails, and internet chats
- Answered phone calls and provided callers with pertinent information and assistance
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
Tier 1 & 2 Tech Support
Amplify
01.2021 - 12.2022
- Provided outstanding technical support to clients
- Provided effective troubleshooting and remediation for web applications
- Guided customers through step-by-step solutions in a clear and concise manner.
- Collaborated with other departments to resolve complex technical issues.
- Resolved customer inquiries by troubleshooting hardware and software issues.
- Documented all customer interactions and resolutions in the ticketing system for future reference and reporting.
- Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.
Technician
Gulf Stream
Savannah, United States
02.2017 - 01.2021
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Maintained an inventory of parts for emergency repairs.
- Maintained records, logs, and lifecycle documentation of work requests.
- Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.
- Maintained records of data communication transactions, problems, and remedial actions or installation activities.
- Used remote login tools to assist clients with technical and product questions.
Education
Associates - CyberSecurity with applied science
Ogeechee Technical College
Statesboro, GA05.2024
Professional IT Support -
Google
04.2022
Skills
- Adaptability
- Microsoft Office
- Microsoft Excel
- Salesforce software
- Data Analysis
- Account Management
- Customer Service
- Billing & Claims
- Telecommunications
- Account updating
- Call center procedures
- Multi-task management
- Server maintenance
- Remote support
- Ticket management
- Incident management
Languages
Spanish
Native/ Bilingual
References
References available upon request.
Timeline
Technical Support Assistant
Point Click Care
01.2024 - Current
Customer Support Rep
Delta Dental
12.2022 - 01.2024
Tier 1 & 2 Tech Support
Amplify
01.2021 - 12.2022
Technician
Gulf Stream
02.2017 - 01.2021
Associates - CyberSecurity with applied science
Ogeechee Technical College
Professional IT Support -
Google
Similar Profiles
JOSHUA DIBIASEJOSHUA DIBIASE
Network Activation Analyst at Point Click CareNetwork Activation Analyst at Point Click Care
Geethika JohnGeethika John
Lead Solutions Analyst/Incident Management/Problem Management at Point Click Care CompanyLead Solutions Analyst/Incident Management/Problem Management at Point Click Care Company
Nate RomerNate Romer
Senior Salesforce Administrator at Point Click CareSenior Salesforce Administrator at Point Click Care
Ellen BallouEllen Ballou
Accountant at DeBourgh All-American LockersAccountant at DeBourgh All-American Lockers
Emilia ReutimannEmilia Reutimann
Secretary at High Point University ASDA ChapterSecretary at High Point University ASDA Chapter