Summary
Overview
Work History
Education
Skills
Timeline
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Samantha Hursey

Zephyrhills,FL

Summary

Seasoned Help Desk Technician and T2 Tech Support professional, adept in issue resolution and technical support triage, with a proven track record at Clear Captions. Excelled in enhancing user training and support, leveraging cross-functional teamwork to boost customer satisfaction. Demonstrates exceptional problem-solving and communication skills, ensuring swift, effective solutions.

Overview

12
12
years of professional experience

Work History

Help Desk Technician

Clear Captions
01.2022 - Current
  • Installed, modified, and repaired software and hardware to resolve technical issues.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Analyzed issues to identify troubleshooting methods needed for quick remediation.
  • Assisted with updating technical support best practices for use by team.
  • Researched product and issue resolution tactics to address customer concerns.

T2 Tech Support

Wix
07.2012 - 01.2021
  • Responded to customer requests for products, services, and company information.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Responded to customer calls and emails to answer questions about products and services.
  • Detailed payment options and explained price, receipt and billing details to customers.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Performed various clerical duties by filing and faxing documents and creating customer databases.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Used established procedures to identify critical customer and system issues and escalate problems to appropriate person or group.

Education

High School Diploma -

Isle K-12
Isle, MN
06.2007

Skills

  • Issue Resolution
  • Remote System Analysis
  • Technical Support Triage
  • Ticket management
  • Technical Documentation
  • Network support
  • SOP Development
  • Software Updates
  • User Training
  • Application support
  • Project Management
  • Cross-Functional Teamwork

Timeline

Help Desk Technician

Clear Captions
01.2022 - Current

T2 Tech Support

Wix
07.2012 - 01.2021

High School Diploma -

Isle K-12

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Samantha Hursey