Technical Support Agent
CurrentProficiently diagnosed and resolved operational and technical issues with Point of Sale (POS) hardware, software, and other PAR products.Utilized service management systems to efficiently log, track, and resolve service incidents, ensuring accurate documentation of incident data.Actively contributed to the Knowledge-Centered Service (KCS) knowledge management system by documenting solutions and best practices, fostering continuous improvement.Adhered to ISO 9000 standards and departmental protocols, following published escalation and workflow procedures for effective problem resolution.Demonstrated commitment to customer satisfaction by providing prompt and effective solutions, building strong relationships through genuine concern and ownership of customer issues.Proficiently performed customer service administrative tasks, including processing part requests and maintaining customer databases.Collaborated effectively in a team environment, participating in continuous improvement initiatives and skill development activities.Exercised sound judgment and analytical skills in identifying root causes and implementing appropriate solutions to meet customer needs.Communicated technical information clearly and professionally with internal and external stakeholders, including PAR and third-party service management and field engineers.
