TECHNICAL SUPPORT REPRESENTATIVE SUBJECT MATTER EXPERT

Supported enterprise and business goals by introducing new product and service offerings to customers.

Analyzed service problems, identifying root causes and developing robust solutions.

Documented diagnostic results and supported root cause analysis and troubleshooting.

Assisted customers in identifying issues and explained solutions to restore service and functionality.

Translated complex technical issues into digestible language for non-technical users.

Submitted service tickets for equipment maintenance requests.

Collaborated with supervisors to escalate and address customer inquiries or technical issues Responded promptly to incoming sales leads and requests for technical support.

supported the team by addressing complex technical issues and providing guidance to new team members on basic questions, ensuring a smooth onboarding process and efficient problem resolution.

Handled escalated calls, ensuring customer concerns were thoroughly addressed and resolved to satisfaction.

Updated customer accounts and equipment information using Salesforce to ensure accurate records and seamless service.

Served as the point of contact in the absence of the manager, handling responsibilities and ensuring smooth team operations during their leave.