Product And Technical Support Specialist Ii
Westborough, Ma
Customer Service focusing on Product & Technical Support in a Busy Call Center Environment. Supported Home Audio & Video, Personal and Portable Products. Applied troubleshooting skills, data entry, problem solving, user documentation, technical expertise, product tracking, multitasking, interpersonal skills with external and internal customers. Involved in innovation idea submission/implementation. Performed project management and time management skills through a Mentorship Program in the Custom Solutions Department.Software: Siebel, Internet Explorer, Windows XP & 7 Office, Microsoft Outlook & Outlook 365. Other Software Experience: SAP, Microsoft Word, Microsoft Excel, Pro Tools.Awards and Recognition: -Quality and Customer Champion Awards-Call Quality-consistently above 90%-Product and Technical Knowledge/Skill-scored 9.0+ out of 10 points-Customer "WOW's" and Customer Letters-1st Call Resolution, NPS, and Replacement Percentages-above Department Standards-Dollars Per Call -Mentorship Program