Matthew Litzman

Technical Support Specialist

Bosch USA

Apr 2025 - Current (1 year 5 months)

• Respond to service requests, incidents, and reported issues within the set SLAs. • Field incoming requests made to the Service Desk via phone queue, e-mail, and ITSM ticketing system to ensure courteous, timely, and efficient resolution for the customer. • Resolve routine problems and escalate non-routine problems to the next tier level. • Work independently on resolving incidents and escalating complaints to upper management. • Collaborate with team members to resolve issues where appropriate and contribute to a friendly, helpful environment. • Performs other related duties as assigned.

Technical Support Specialist

Houghton Mifflin Harcourt

Jan 2020 - Nov 2024 (4 years 11 months)

• Responded to inquiries from corporate customers, resellers, partners, consultants, development, and maintenance teams via phone, email, and chat. • Worked with Escalation Management and the Engineering Department to resolve escalated customer concerns. Participated in projects to acquire and maintain knowledge of relevant products. • Assisted the company in a Digital-First approach and created new policies & procedures to assist the department in adopting a forward-thinking mindset. • Gathered and recorded detailed information from customers, assisted in problem identification, and provided technically accurate solutions. • Ensured that all communications were handled promptly, professionally, and courteously to support requests.

Mortgage Client Services Representative

SunTrust Bank

Feb 2019 - Dec 2019 (11 months)

• Supported clients with mortgage servicing inquiries and identified opportunities for cross-selling banking products. • Resolved customer issues with professionalism and efficiency, ensuring client satisfaction.

Customer Service Supervisor

Randstad

Mar 2018 - Dec 2018 (10 months)

• Directed up to 20 employees; dealt with performance management, quality assurance, attendance, and development. Developed and maintained a highly engaged team. • Responsible for juggling multiple priorities in a fast-paced team environment. Situational leadership style with the ability to balance empathy and authority. • Managed the expectations of partners - both candidates seeking fulfilling work, and clients demanding quality talent. • Balanced candidate recruiting with customer retention and business development efforts. Collaborated with my peers to enhance work processes, brainstormed ways to recruit candidates, and participated in recruiting. • Created and maintained a collaborative relationship with the client where I was

Mentor / Technical Support Specialist

Spectrum

Apr 2017 - Mar 2018 (1 year)

• Helped train, coach, and develop new hires. Assisted with the nesting process of new hires. • Provided new hires with important information and resources as part of the training process. • Provided residential customers with high-level technical support for Internet and Home Phone. • Responded to network problems and stability concerns. Proactively utilized all diagnostic and monitoring tools available to ensure uninterrupted service for all customers. • Scheduled technicians to go to customers' homes if we couldn't fix issues over the phone.

Inbound Vacation Specialist

Holiday Inn Club Vacations

Jun 2016 - Apr 2017 (11 months)

• Sold vacation packages to qualified leads over the phone. • Delivered prepared sales scripts to persuade potential customers to purchase vacation packages. • Consistently ranked among the top performers in conversion percentage, demonstrating strong sales skills and the ability to effectively connect with customers and close deals.

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