Sarrah Nasser
Rochelle Park,NJ
Summary
Dynamic Technical Support Specialist with AT&T Mobility, adept at enhancing customer satisfaction through expert troubleshooting and effective communication. Proven track record in resolving complex technical issues and training new hires, while managing high-volume ticket queues. Skilled in technical problem resolution and committed to delivering exceptional customer service.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Technical Support Specialist
AT&T Mobility
02.2002 - Current
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
- Resolved numerous technical support inquiries per day.
- Documented support interactions for future reference.
- Provided remote support for a wide range of software and hardware issues, maintaining strong customer relationships.
- Escalated critical incidents requiring specialized expertise to appropriate departments, facilitating swift resolutions.
- Trained new hires on technical support procedures, contributing to overall team success and performance improvement.
- Collaborated with cross-functional teams for complex problem-solving, leading to improved operational efficiency.
- Recorded and maintained relevant notes for each client and work order.
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Enhanced team productivity by streamlining troubleshooting processes for faster issue resolution.
- Walked individuals through basic troubleshooting tasks.
- Managed high-volume ticket queues while maintaining exceptional levels of customer service and satisfaction.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Documented all client interactions thoroughly in the incident management system, allowing for efficient tracking of recurring issues and trends.
- Reduced response time with effective communication skills, ensuring customers received prompt assistance.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Served as a subject matter expert within the team for specific technologies or products, sharing knowledge with colleagues when needed.
- Used ticketing systems to manage and process support actions and requests.
- Researched and identified solutions to technical problems.
Education
Associates -
Bergen Community College
Paramus, NJ05.2024
Skills
- Technical troubleshooting
- Account management
- Customer support
- Telecommunications
- Issue research
- Accurate documentation
- Customer experience management
- Mobile device management
- Problem resolution
- User training
- Telephone call control
- Troubleshooting and diagnosing
- Advanced troubleshooting
- Ticket support system management
- Technical support
- Issue troubleshooting
- Verbal and written communication
- Customer service
- Decision-making
- Data entry
- Product knowledge
- Issue escalation
- Support case resolution
Accomplishments
Completed Leadership Development Program
Graduated Management Development Program
Certification
Human Resources Management
Timeline
Technical Support Specialist
AT&T Mobility
02.2002 - Current
Associates -
Bergen Community College