In this role, I initially provided support to paid users of AOL's dial-up and high speed internet services, troubleshooting dial-up connectivity, high speed internet issues, and problems with the AOL software.
I transferred over to offering phone-based hardware and limited software support to home users, small businesses, and corporations for Dell desktop and notebook systems via telephone, in the Dell Small Business and Corporate Business Group Basic Support Queue.
I moved on to coordinating onsite service through our multi-country support network to arrange repairs for clients in the United States and Canada via the Dell Service Provider Queue.
In my final role with Stream and Dell, I was responsible for communicating with customers via telephone and email to resolve issues and provide a dedicated support channel for a given issue per support ticket as part of the Dell Client ProSupport Queue. This role required agents to take full ownership of a given support ticket, and follow up with users until they report the issue is resolved to the customer's satisfaction, and the go-ahead to close the ticket is given by the customer.
This queue also supported several countries in an After-Hours role, requiring handling of calls from Europe, the Middle East, Africa, and Asia.