Brian Hinger Email & Phone Number

Assisted with transferring phone numbers from one service provider to Spectrum. Activated new and used mobile phones/tablets. Extensive troubleshooting regarding network issues. Created tickets For issues that were not able to be resolved. Sent emails regarding relevant information that would assist customers in the future. Upgrade service Monthly plans.

Provide support for merchants on TOA admin site with setting up menu, enabling site, connecting tablets/printers, setting up pricing and hours. Troubleshooting issues with connecting the tablet and setting up printers. Escalated cases that were out of scope of first line support. Walked merchants through on how to navigate the admin page.

Aided customers when technical support on 3rd party devices (Roku, smart TV, PC’s, mobile devices). Assisted customers with accurate billing/account information.

Assisted customers with tracking of packages, walkthroughs on website navigation. Provided technical support for thermal printers. Assisted with international paperwork.

Assist support specialists with answering questions regarding Sirius XM Radio sales and policies for customer support. Provide assistance and training on Sirius XM support tools. Take customer escalations to provide elevated support. Assist Team Lead with side-by-side qualities and provide constructive coaching to improve agent performance and metrics.

Manage a team of 20+ agents. Review calls by agents (for quality assurance). Verify timecards are in order and assign points to agents who were late/absent. Turn in write up, terminations, 90-day evaluations to Human Resources. Run reports for agent metrics to verify team/agents are on track according to company standards. Listen to calls for quality.

Associate Of Science, Applied Electronics Technology

Education record

Diploma, General Education