• Efficiently answered phone calls from customers, providing prompt and accurate information.• Successfully resolved customer issues by actively listening, empathizing, and finding appropriate solutions.• Demonstrated expert product knowledge to guide customers in making informed purchasing decisions.• Effectively handled customer complaints, addressing concerns and ensuring customer satisfaction.• Proficiently processed returns, following established procedures and ensuring smooth and timely transactions.• Consistently provided excellent service, exceeding customer expectations and fostering positive relationships.

As a Website Transfer Support Technician I was responsible for assisting clients inmoving their website files from the web servers of other website hosts to the serversof InMotion Hosting.This included, and was not limited to, copying the site files from the server with theother host, to the server with InMotion, exporting and importing any relevantdatabase(s), updating the site configuration to utilize the new database location, andreviewing the site to ensure proper operation at its new home, all while avoidingdisrupting the existing site.In some cases sites required additional work such as adjusting its environment onthe new server, or adjusting particular aspects of the site to adapt them to the newserver.As part of this work, it was not uncommon for a client to make changes after, andeven during the transfer, leading to issues. Typically, this was resolved by simplyrestoring the site from a backup made just after the transfer, although in some cases,the content needed to be re-transferred from the other host, or re-imported from abackup of the files made prior to import.

As an Operations Support Specialist I was responsible for reviewing data regardingcontacts between our front line technical support representatives and InMotionHosting customers.Reviewing the data I was expected to identify trends and potential issues, bringingthem to the attention of my leadership.As it was a new department, I spent most of my time discovering flaws and issueswith our recording systems by reviewing documented information and comparing itwith reported information.

As a technical support representative I was responsible for assisting customers ofInMotion Hosting. in particular, I troubleshot issues they experienced with our services, as well as teaching them how to use our services.