Log all received issues into proprietary help desk ticketing system, classifying and prioritizing incidents with excellent written communication for other technicians to respond to. Use sound judgement to identify trends, anticipate customer needs, and determine when to escalate incidents.
Provided superior customer support & service to Comcast’s WiFi customers by answering a full range of customer requests, inquiries, and complaints relating to WiFi services and general inquiries. Answered incoming calls and provide helpdesk support to resolve issues on the server-side and client-side using Retain Helpdesk tool.
Identify problems and implement solutions with accurate communication to ensure courteous, timely, and effective resolution of customer issues. Ensure compliance with security procedures for data handling.
Ensure customer service is timely and accurate on a daily basis by recruiting, training, and supporting a highly efficient and effective team of help desk representatives and technicians. Maintain customer service standards by contributing to improving customer support by actively responding to queries and handling complaints.