Technical Support Representative Level II
My current employment at Telenetwork requires me to field incoming customer service requests over my software phone and previously my Mitel phone using a headset, and later softphone. This job is a very fast-paced customer service environment where I must make critical decisions with accuracy that my customer’s requests be answered accurately and promptly. This job requires use of word processors such as Microsoft Word, configuration and use of clients such as Microsoft Outlook as well as updating records through each company’s proprietary software. For each call extensive notes must taken outlining the events of the call, every call requires updating confidential customer records that include social security, address and credit card information as well as history of customer interactions. I am required to answer calls as supervisor and assist irate customers who have unresolved issues and provide resolutions as well as explain company policy and federal law every day. I am accustomed to a call center environment that requires understanding call control, quality assurance, metrics and call flow to ensure all company standards and local, state and federal laws are adhered to by me and my co-workers. I have experience composing correspondence to our clients and preparing reports for technicians, as well as setting priorities and organizing workload relating to call management, as well as meeting deadlines set by my team leader.