jessica claire 100 montgomery st 10th floor 555 4321000 resumesampleexamplecom summary web support technician talent people call communication strong knowledge customer service communicative team oriented proficiency salesforce microsoft office proven history fostering skills meet team individual management objectives hardworking reliable customer service agent strong ability tech support offering communication teamwork highly organized proactive punctual teamoriented mentality web based product knowledge salesforce ticketing technical support billing support qcd support ucaas support special scripting web operator 082012 current skills knowledge office 365 word excel quality control analysis customer service basic math microsoft office experience lithia motors colonie ny lead web calls help customer uploaded presentation well make sure web call ran smoothly web support technician 081998 current intrado city state responsible troubleshooting issues cisco webex products solve issue escalate teir 2 support generated reports updated files documentation responded assistance requests users directed individuals basic troubleshooting tasks explained technologyrelated details easytounderstand terms individuals different backgrounds various job positions consulted via telephone understand user problems run testing scripts ask probing questions locate root causes provided realtime support everyday users product service documented repair processes helped streamline procedures future technical support actions conferred vendors obtain replacement hardware software escalate complex concerns created new accounts reset passwords configured access servers file management software users maintained composure patience face difficult customer situations applying deescalation techniques positive customer support assisted customers various types technical issues via email live chat telephone supported customers online billing access account issues troubleshot daily desktop client issues supporting multiple departments various offices kept customers informed issue resolution progress provided updated estimated times resolution ongoing basis delivered local remote tier 1 support hardware software company personnel processed average number inbound outbound technical support calls troubleshot hardware issues worked service providers facilitate repairs end users also trained qcd responsible troubleshooting call issues phones numbers attached webex resplus assisted online users via live chat web conference phone resolve issues related software system use access worked customer service supervisors resolve customer concerns daily basis provided thorough type technical support problem resolution number customers daily researched resolved followed customer issues earning numberstar customer review rating devised incisive workarounds resolutions itrelated problems responded number individual tickets every week provide enduser support systems software developed maintained technical expertise area expertise area expertise trained ucaas responsibility includes deleting users adding users building phones jabber court call operator intrado life safety city state make sure judges joined properly court cases heard order judge called made sure attorneys joined timely manner answered calls friendly polite approach engage callers deliver exceptional customer service completed connections callers departments professionals answered number calls per day fastpaced environment transferring callers appropriate personnel handled incoming calls friendly cheerful attitude organization using numberline system call center intrado city state lead earnings calls special scripts recordings priority lists etc answered incoming calls provided highest level professionalism knowledgeable service every customer met exceeded call speed accuracy volume benchmarks consistent basis maintained strong call control quickly worked scripts address problems consulted customers resolve service billing issues assisted customers inquiries transactions meet productivity goals achieve profit growth offered resolutions deescalate calls solve customer issues answered screened processed high volume calls daily call management system webbased communications trained supervised new employees promote overall team productivity consistent service handled escalated customer service concerns preserve customer satisfaction maintain longterm business relationships updated customer accounts addresses contact information within call management databases lead many high profile calls medical calls medical billing coding education training colorado technical university colorado springs co