Customer Support Analyst Resume Samples

Description :

1. Monitor, evaluate, or record training activities or program effectiveness.
2. Assess training needs through surveys, interviews with employees, focus groups, or consultation with managers, instructors, or customer representatives.
3. Check to ensure that appropriate changes were made to resolve customers problems.
4. Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
5. Check to ensure that appropriate changes were made to resolve customers problems.
6. Refer unresolved customer grievances to designated departments for further investigation.
7. Resolve customers service or billing complaints by performing activities such as exchanging.
8. Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions, are taken.

Experience

5-7 Years

Level

Executive

Education

HS

Description :

1. Communicate with other Camis departments (ex: it, development, help desk, specific state client representatives, etc. ) to ensure customers and client needs are being met.
2. Assist call center agents with questions regarding specific client reservation and company-specific procedures/policy.
3. Provide entry-level troubleshooting with software such as aspect workforce management, Jira, and reservation software.
4. Review and respond to customer inquiries via web comment or email form.
5. Effectively handle and take customer escalations by explaining policies and procedures.
6. Efficiently and accurately document agent calls or customer escalations.
7. Work directly with specific client contacts on various projects in order to resolve a mass amount of customer situations.
8. Use the various type of computer tools such as Microsoft Office and Excel to keep accurate documentation of client projects.

Experience

2-5 Years

Level

Junior

Education

GED

Description :

1. Facilitating the automation of an online residential service request portal, reducing overhead by 50% and increasing.
2. Collaborating with various departments to create multifamily residential enrollment forms that increased overall NPS and brand loyalty.
3. Serving as a support analyst and database administrator for 3rd party enrollment vendors across all NRG brands.
4. Managing workflow and a team of customer support specialists in Houston, Austin, and Plano ensuring daily sales.
5. Analyzing process operations to support regulatory industry standards in the Ercot market per the public utility.
6. Utilizing six sigma methodologies to facilitate process improvements and revise/create training documents.
7. Use customer relationship management (CRM), SAP and work soft software.
8. Facilitating weekly leadership meetings, utilizing excel and powerpoint to provide project status and presentations.
9. Generating statements identifying usage, billing and payment activity for customers within all of the NRG brands.

Experience

10+ Years

Level

Senior

Education

BBM

Description :

1. Acting as a liaison between third party customers and clients corporate office.
2. Investigates and resolve systematic issues with software and hardware internally and for third-party customers using troubleshooting techniques.
3. Creating and closing cases with proper priority status according to contractual guidelines and procedures.
4. Handling multiple calls to control call volume and to prevent long waiting times.
5. Interacting with the support team on many projects that involve both individual and team efforts.
6. Assisting with troubleshooting on the design, development, and implementation of functional and effective web environments on all domains.
7. Developing strategies and solutions to increase the efficiency of the automated software application.
8. Document and communicate software logic and structures to maximize employee productivity and enhancing customer experiences.
9. Informing management with software discrepancies that are common and affect the call volume dramatically.
10. Ensuring a consistent look-and-feel is employed across the restaurant enterprise system (RES) application environment between all users and its contents.
11. Analyzing statistical results of windows event and res application log to develop solutions for common fixes.
12. Participating in the conference and working groups to ensure the software and hardware components including the contents meet the highest standards of quality and service.

Experience

10+ Years

Level

Senior

Education

BS

Description :

1. Responsible for coordinating and setting up meetings via Skype for business and go to meetings.
2. Responsible for live audio and video and maintenance of external live stream for meetings using JVC cameras, Matrox encoders, live-edge device and iPad app to broadcast live meetings via the internet.
3. Responsible for audio and video setup and maintenance of internal broadcast via broadcast pix.
4. Setup and maintaining of AMX equipment including a touchpad screen to control video, audio, and lighting for our meeting rooms.
5. Responsible for live audio enhancement of meetings via digital mixer board using wired/wireless mics.
6. Responsible for specs for yearly roll out of dell systems and hardware specifications to include what platforms needed for our environment.
7. Responsible for staff reports, business rules, updates, migrations and SLA structure in service.

Experience

10+ Years

Level

Management

Education

Certification

Description :

1. Provided an extraordinary customer experience by handling inquiries through various communication.
2. Identified the root cause of the client's software or system issues and uses system analysis and testing techniques to solve low to the moderately complex application or system issues.
3. Contributed to and actively promoted self-service resources (knowledgebase, communities, etc.) to our customers.
4. Identified additional opportunities for sage solutions to benefit the customers business needs.
5. Documented each customer contact using our contact tracking systems (sap fusion).
6. Stayed maintained current on technical and business knowledge in all assigned applications, as well as support processes and procedures.
7. Working knowledge or experience with windows based operating systems and networking fundamentals.
8. Experience in a fast-paced customer-facing support center with a structured work schedule.

Experience

2-5 Years

Level

Junior

Education

IT

Description :

1. Responding to customer inquiry calls and emails, quickly accessing the customers' needs and problems in order to deliver an ideal solution in a timely manner.
2. Create and update various excel reports for multiple projects across the department for optimal team organization.
3. Responsible for managing client concerns and expectations and troubleshooting issues where applicable.
4. Working directly with clients, developers, and account managers to ensure success and client satisfaction.
5. Supporting clients with software integration, implementation, and adoption.
6. Performing quality assurance testing of new enhancements in both test and production environments.
7. Familiar with the SDLC and have direct expertise working with the QA, implementation and release management of website software.
8. Used basic select SQL statements, or ran prewritten scripts to help troubleshoot client concerns.
9. Spearhead a team to promote a 10% increase in merchandise redemption across multiple clients.

Experience

7-10 Years

Level

Executive

Education

BS

Description :

1. Extensive management and maintenance of users network credentials, active directory accounts, and Microsoft Exchange email accounts on both local exchange servers and administration/migration of accounts to the Microsoft exchange cloud.
2. Support for iPhone, Android and Samsung wireless devices used for company email access.
3. Help and support for users in our SharePoint directory and creation/modification of instructional documentation on our own IT support SharePoint site.
4. Preparing and deployment of hardware for new and terminated employees, windows 7 10, some minor mac os support, including Cisco VOIP phones, monitors, pcs, printers, and other peripheral devices.
5. Direct support for all users in montage office for desktop issues; hardware, software, malware, printers (LAN USB), etc.
6. Administrating users archived exchange online folders, personal drives, and documents, backup and restore services for lost or old data on remote company servers.
7. Setup Cisco VoIP equipment for inter-office video conference calls and web meetings.
8. Creation, modification, and termination of user accounts/credentials for all internal programs.
9. Developed and validated instructional documentation for the accuracy of software and hardware registration.

Experience

10+ Years

Level

Senior

Education

Associate

Description :

1. Conducting follow up calls to customers to provide answers to dental insurance questions.
2. Answered technical questions regarding products and their requirements on the delta dental website in their health management system.
3. Investigating issues reported by customers and dental offices in a timely and efficient manner.
4. Identifying and resolving customers network, website, and workstation configuration issues.
5. Facilitated and participated in conference calls with customers and other departments; adhering to the service level agreement, (SLA).
6. Maintaining many customer databases to improve tracking, reporting and customer service.
7. Troubleshoot networks, systems, and user workstations to identify and correct problems.
8. Handling 40-50 calls a day, in addition to email and online chat support.

Experience

7-10 Years

Level

Executive

Education

AAS

Description :

1. Responding to support cases via telephone, email, or ticketing system.
2. Utilizing web Ex, email, call bridges, etc. to connect and troubleshoot.
3. Resolving customer concerns raised during installation, operations, or maintenance of product application or compatibility.
4. Troubleshooting, analyzing and solving complex issues utilizing documentation, knowledge base, bug tracking system.
5. Configuring, modifying and administering of key components for Accela products.
6. Documenting customer information and recurring issues to support product quality programs and product.
7. Training to the client end-user personnel in the utilization of company community (Salesforce).
8. Assisting documentation and support staff by producing and publishing training materials as new products are developed or new processing procedures evolve.
9. Working collaboratively with others to improve Accela's internal processes and best practices.
10. Evaluating and triage each incoming case escalation request, prioritizing and escalating as needed.
11. Working with clients to develop procedures, documentation, and office systems which facilitate and support the software.

Experience

2-5 Years

Level

Junior

Education

Bachelor