Veho Tech Inc.

• Manage assigned workflows via queue-based live chats, as directed by the shift lead or management.
• Promptly notify the lead of any pressing or urgent issues requiring attention or escalation.
• Identify and assess customers' needs to ensure the highest level of satisfaction.
• Provide accurate, valid, and complete information using the provided tools, techniques, and resources.
• Adhere to communication procedures, guidelines, and policies.
• Handle customer complaints, offering appropriate solutions and alternatives in a timely manner, and ensuring resolution through effective follow-up.
• Assist in maintaining CSAT metrics and team KPIs.

Modsquad

Assist with email customer support, webinar community chat support, and ticket support using systems like Zendesk, Magenta, Slack, and Outlook/Teams.

Amazon

Warehouse Associate assisting with shipping and Prime Now Deliveries. Also, worked from home as driver/customer phone support.

Wells Fargo

Completed data entry as a Data Processor processing lockbox payments into the banking systems with minimal to no errors while meeting daily goals. Assist with manual mail sort as needed.

Duke Energy

Customer Service Specialist II taking inbound calls in call center environment. Assist customers with start/stop service, account information, billing/arrangements, and assisted with team morale with monthly newsletter.

Key Customer Service Skills

Communication:

• Clear and Concise: Explaining technical issues in simple terms that users can understand.
• Active Listening: Paying full attention to the user's description of the problem to gather accurate information.

Empathy:

• Understanding: Recognizing the user's frustration and showing genuine concern for their issue.
• Patience: Remaining calm and patient, especially when dealing with less tech-savvy users or high-stress situations.

Problem-Solving:

• Analytical Thinking: Diagnosing problems methodically and logically.
• Resourcefulness: Finding effective solutions quickly, even when standard procedures don’t apply.

Adaptability:

• Flexibility: Adapting to a wide range of technical issues and user needs.
• Learning: Continuously updating technical knowledge to keep up with new technologies and solutions.

Professionalism:

• Positive Attitude: Maintaining a positive demeanor, even in challenging situations.
• Reliability: Being dependable and following through on commitments to resolve issues.

Time Management:

• Efficiency: Resolving issues promptly to minimize downtime for users.
• Prioritization: Handling multiple requests and prioritizing them based on urgency and impact.

Documentation:

• Record-Keeping: Keeping detailed records of interactions, troubleshooting steps, and resolutions.
• Knowledge Sharing: Contributing to knowledge bases and documentation to assist colleagues and improve service quality.

Benefits for IT Helpdesk:

• User Satisfaction: Users feel heard, understood, and supported, leading to higher satisfaction levels.
• Efficient Problem Resolution: Effective communication and problem-solving reduce the time needed to resolve issues.
• Positive Reputation: Consistent, high-quality customer service enhances the helpdesk’s reputation within the organization.

Common Scenarios:

• Handling Frustrated Users: Using empathy and patience to calm the user and gather necessary information.
• Explaining Technical Details: Simplifying complex technical concepts to help users understand and follow instructions.
• Providing Follow-Up: Ensuring issues are fully resolved and users are satisfied with the outcome, offering follow-up if necessary.