• Drive ‘best in class’ results in Remote Solutions while maintaining high customer satisfaction results. • Provide diagnostics on technical software and connectivity problems. • Provide remote call assistance through the use of the client’s knowledge base for troubleshooting - the Online Support Assistant. • Solve complex Hardware problems requiring a lab. • Initiate the service call process when appropriate. • Provide prompt courteous and professional telephone support to both Customers and Service Representatives. • Support teamwork within the group as well as with our 2nd level partners. • Maintain and grow product & technical knowledge. • Understand and fully comply with the organization’s processes and procedures.

- Completed Technical Training - Answered inbound calls in support of customer needs- Configured T1, EoC and DSL Routing Equipment- Evaluate the flow of a trouble ticket for MegaPath Survey calls- Provided coaching to reps based on surveys I reviewed - Acted as floor support to assist other MegaPath Reps- Trained to work on T1, EoC and DSL internet connections for three Internet service providers SpeakEasy, Covad and MegaPath.

- Answering inbound calls in support of customer needs- Conveyed information in a reassuring manner- using step by step instructions to resolve mobile handset issues- explain invoices and solve complex billing problems

- Answering inbound calls in support of customer needs- Conveyed information in a reassuring manner- using step by step instructions to resolve mobile handset issues- explain invoices and solve complex billing problems