Follow up with customers to identify areas of improvement and develop an effective and workable framework for managing and improving customer support accordingly.Establish best practices through the entire support process by developing and reviewing daily, weekly, and monthly reports on help desk team's productivity.Manage the help desk team and evaluate performance to create innovative recommendations.Improved production and efficiency by delegating staff to specific roles.Maintain customer service standards by contributing to improving customer support by actively responding to queries and handling complaints. Provided coaching, training new employees on call center operations, troubleshooting techniques, and collaborated on calls with new hires.Įnsure 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.Opened tickets and maintained documentation to track tickets through resolution.Managed the overall customer call queue to ensure timely response to incoming customer calls.
Documented problems including detection information, diagnostic results, and repair information by utilizing the trouble ticketing system.Diffused escalated customer situations while setting accurate expectations for issue resolution.Resolved customer technical issues to ensure all issues are closed in time with the right resolution and highest customer satisfaction.Answered incoming calls and provide helpdesk support to resolve issues on the server-side and client-side using Retain Helpdesk tool. 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.
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