Identify, analyze, and resolve common technical issues, questions, and problems that occur in workstations, mobile devices, operating systems, software, hardware, and peripherals; Manage ticket queue to ensure timely resolution; Provide customer support using remote connection software; Provide thorough documentation on each customer interaction; Prioritize ticketing system flow by following SOPs and KB articles for resolution; Troubleshooting of the following, though not limited to:… Show more Identify, analyze, and resolve common technical issues, questions, and problems that occur in workstations, mobile devices, operating systems, software, hardware, and peripherals; Manage ticket queue to ensure timely resolution; Provide customer support using remote connection software; Provide thorough documentation on each customer interaction; Prioritize ticketing system flow by following SOPs and KB articles for resolution; Troubleshooting of the following, though not limited to: Advanced desktop issues VPN connectivity Entry-level server support Hardware issues Line of business support Show less

This role required supporting Tier 1 iOS/Mac advisors, and taking over calls when appropriate; Managed and escalated cases to site support engineering when called for; Provided exemplary empathy centric customer service; Troubleshot and resolved client issues concerning their Macs, iOS devices, Watches, iCloud services, Apple ID accounts, and all that used to be iTunes

Provided excellent customer service while setting up and customizing new PC’s, Macs, and tablets for customers; Troubleshot and resolved clients computing issues; Installed hardware and software; Sold beneficial components needed including Service Agreements, AV software, and hardware

Prepared personalized property and casualty insurance quotes for prospective clients, and closing sales