S

Shirley

About

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Service Desk Analyst
Alajuela, Alajuela Province, Costa Rica

Timeline

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Résumé

Jobs verified_user 0% verified
  • Stewart
    End User Support Specialist
    Stewart
    Nov 2022 - Jul 2023 (9 months)
    Ticketing system Service Now, assigning cases, ensuring proper documentation and communication throughout the lifecycle of the issue with the customer.
    • Investigate and diagnose issues.
    • Resolve incidents and service requests as soon as possible to attain the highest possible first-contact resolution rate. Escalate to the appropriate team.
    • Recognition of patterns in incoming incidents to properly identify potential major incidents. Active Directory user management
    • Active Directory adding, removing users, changing permissions on users' accounts. Etc.
    • Installing programs, uninstalling programs, VPN issues, and certificates. Printers, Desktops, laptops, etc.
    • Verify the connectivity of all devices.
  • omnichannel
    Customer Contact Advisor
    omnichannel
    Aug 2019 - Nov 2022 (3 years 4 months)
    Ensure accurate documentation, recording, and closure. Respond to inquiries via chat, phone, mail, email, fax, website, and face-to-face contact with the client. Tracked & and traced shipments carefully, corrected shipping mistakes, ordered goods, shipping status, and pick up/drop-offs. Ensured that consumers receive timely and reliable information in a professional manner. Gives technically accurate answers to users, acquiring and maintaining. Knowledge of key product offerings, current support policies, and methods of help delivery. Use of several tools and websites to verify customer name and address information.
  • T
    Technical Support Representative
    Jun 2017 - Aug 2019 (2 years 3 months)
    Maintain up-to-date knowledge about ATT products and services. Respond to customer queries about ATT services, equipment, promotions, roaming, and billings. Enhance customer retention and satisfaction by providing outstanding and prompt customer service. Take customer calls and complete service orders. Developed innovative ways to sell ATT products and services to customers. Utilize outstanding customer service abilities and go above and beyond the expectations of your customers.
Education verified_user 0% verified
  • Universidad Hispanoamericana
    English Teaching as a Foreign Language,
    Universidad Hispanoamericana
    Oct 2016 - Current (10 years 1 month)