Tiara Webster
Montgomery,AL
Summary
Experienced Technical Support Representative with strong background in resolving complex technical issues, enhancing operational efficiency, and optimizing customer satisfaction. Exhibit adeptness in software troubleshooting, network configuration, and IT service management protocols. Demonstrated ability to guide clients through step-by-step solutions while maintaining high engagement levels. Proven capacity for proactive problem-solving, critical thinking, and strategic planning contributes to improved business productivity.
Overview
8
8
years of professional experience
Work History
Technical Support Representative
Kelly Connect
Montgomery, AL
07.2022 - 03.2024
- Resolved escalated customer service issues in a timely manner.
- Diagnosed system errors and implemented solutions to resolve them.
- Troubleshot customer inquiries related to software and hardware issues.
- Conducted research into product-related issues, identified solutions, and provided accurate information to customers.
- Utilized remote access tools to connect remotely with customers' systems when necessary.
- Documented all activities related to technical support including processes, updates, changes made.
- Demonstrated advanced product knowledge to solve customer issues.
- Supported customers with online billing, access, and account issues.
- Served as first point of contact for incoming technical service calls and emails.
Customer Service Representative
Alorica
Montgomery, AL
01.2016 - 03.2022
- Developed positive relationships with customers through friendly interactions.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Maintained a high level of professionalism when dealing with difficult customers.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Answered customer inquiries via phone, email, and chat.
- Provided accurate information about products and services to customers.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
Education
High School Diploma -
Sidney Lanier High School
Montgomery, AL05-2015
Skills
- Customer service excellence
- Technical troubleshooting
- Problem solving skills
- Communication skills
- Multitasking ability
- Adaptability to technology
- Computer navigation skills
- Documentation skills
- Attention to detail
- Time management
Timeline
Technical Support Representative
Kelly Connect
07.2022 - 03.2024
Customer Service Representative
Alorica
01.2016 - 03.2022
High School Diploma -
Sidney Lanier High School