* Providing technical support in a contact center* Troubleshooting remote hardware, custom and commercial software, and connectivity issues*Providing support via phone and chat interactions utilizing remote access software; Support includes Windows 10/11, Office 365, laptops, desktops, printers, mobile devices, and numerous in-house, commercial, and mobile applications

PROVIDING TIER 1 & 2 TECHNICAL SUPPORT(Promoted to Tech Team to assist with backlog tickets)* Adhere to approved Standard Operating Procedures (SOP), written or otherwise* Remain on queue and available to assist end users during specified shift, excluding approved breaks lunches, or off queue time approved by your Team Lead* Utilize instant messaging for communication between peers and leads for assistance (refrain from leaving assigned desk for communication as much as possible)* Provide first level End User contact and resolution* Obtains customer information by answering telephone calls and emails* Guide users through setting up appointment, submitting requests, and technical setup* Follow communication "scripts" when handling different topics
* Properly diagnose issues and route unresolved issues to the next level of support* Accurately document user's information in ticketing system during and after each call* Reach out to user's via phone, email and/or Teams to assist with online requests.

I specialize in repairing PCs and mobile devices, with a focus on Apple products such as iPhones and iPads. My expertise includes troubleshooting network and technical issues for both PCs and mobile devices, ensuring optimal performance and connectivity. Additionally, I provide personalized recommendations for devices that align with clients’ personal and business needs, leveraging my comprehensive understanding of the latest technology trends and solutions. My goal is to deliver reliable and efficient IT support tailored to each client’s unique requirements.

* Greet and help customers through assistance in suggestion and location of merchandise based on the customer requests* Display a positive attitude and promote teamwork* Exhibit professionalism in appearance and conduct* Follow procedures in running the cash register and take initiative in doing retail tasks* Stock, price, and organize merchandise* Maintain cleanliness inside the sales locations* Other duties as assigned