Rufus Burns

Create, document, and share technical procedures and knowledgebase articles for the overall improvement of the department's competencies

• Provide support via telephone, email, and chat by conducting preliminary investigations.
• Provide remote support of related hardware components including integrated card readers, POS terminals, self-service Kiosks, and associated peripherals.
• Ticket ownership including ticket creation, update, escalation and escalation notes, solution, and closure.
• Understanding and working with Windows OS, SQL, networking, TCP/IP, .NET, and PCI Compliancy requirements

• Responsible for routine customer questions relating to product usage, as well as technical support relating to the DealerTrack family of products.
• Developed and maintained strong technical expertise in DealerTrack products and those devices and platforms upon which the products function.
• Accurately logged all customer information in the CRM customer ticketing system.
• Adhered to corporate objectives for ticket processing and associated support service level agreements for response time and ticket closure.
• Facilitated communication from Support Team to other departments as needed to complete cases.