Help desk
Resume examples

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.

• Resolved customer technical issues to ensure all issues are closed in time with the right resolution and highest customer satisfaction.
• Diffused escalated customer situations while setting accurate expectations for issue resolution.
• Documented problems including detection information, diagnostic results, and repair information by utilizing the trouble ticketing system.
• Managed the overall customer call queue to ensure timely response to incoming customer calls.
• Opened tickets and maintained documentation to track tickets through resolution.
• Provided coaching, training new employees on call center operations, troubleshooting techniques, and collaborated on calls with new hires.

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.

• Improved production and efficiency by delegating staff to specific roles.
• Manage the help desk team and evaluate performance to create innovative recommendations.
• Establish best practices through the entire support process by developing and reviewing daily, weekly, and monthly reports on help desk team's productivity.
• Follow up with customers to identify areas of improvement and develop an effective and workable framework for managing and improving customer support accordingly.
• Develop and oversee the team's knowledge base and ensure top quality solutions are available to the staff.
• Advise management on situations that may require additional client support or escalation.

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.

• Developed 14 knowledge articles to reduce customer frustration and decrease resolution time.
• Provide technical and functional support, resolving 90% of tickets during first contact.
• Receive and respond to calls, emails, live chats, and web inquiries from system users.
• Collaborate with Tier 2 support to enhance knowledge and improve service level agreements (SLA).

Complex role requiring supervision of a 5 man team to ensure the quality of remote customer support.

• Delivered premium remote assistance to users to resolve technical issues on software and hardware
• Managed on-boarding processes and new recruits training on in-house techniques and third-party applications to ensure adherence to service standards.
• Managed workflows and delegated tasks to help desk support associates under personal supervision to ensure attainment of defined goals.
• Worked with HR to develop standard operation policies and procedures for routine systems management tasks and effective user training manuals.