Francisco Vilches Email & Phone Number

Morrisville, North Carolina, United States

Durham, North Carolina, United States

Durham, North Carolina, United States

Solve support issues for digital store customers using chat, live video chat and virtual product demos. Quickly ascertain a customer’s needs across product lines by collecting relevant information. Utilize personal product expertise and external resources including knowledge-based articles, customer facing support documents, peers through our Microsoft Teams channels and Yammer. Deliver world-class customer service to create a personalized experience, creating Microsoft fans while solving client problems.

Durham, North Carolina, United States

Quickly adapted roles from store to remote operations to seamlessly continue to support our customers. Assisted customers with their technical issues through our chat support channel for Office Download, Installation and Activation (DIA). Maintained a high levels of customer satisfaction scores

Durham, North Carolina, United States

Resolved customer needs across Microsoft’s hardware, software and cloud products for education, enterprise and consumer clients. Daily caseload spanned across program installation and troubleshooting, systems maintenance and diagnostics, hardware failures, storage limitations, malware infections, OS failures, security concerns, general usage questions, purchasing advice, cloud solutions options, system upgrades and data back-up and recovery. Maintained the customer’s problem as my top concern during challenging appointments, through careful listening and the ability to translate technical jargon into layman’s terms with collaboration and respect. Delivered one-on-one training sessions to consumers and business customers to help them acquire the skills needed to enhance their knowledge on technology. Supported Microsoft Stores business team by referring warm and hot leads and being a point of contact for businesses that need support deploying cloud solutions. that range from troubleshooting software problems to upgrading a customer’s device physical hardware. Supported Microsoft Stores business team by referring warm and hot leads and being a point of contact for businesses that need support deploying cloud solutions. Provide technical support and troubleshooting for Windows (XP – 10), Surface devices (RT – Present line), Xbox, also including data backups, virus removal, hardware replacement, and clean installations.

The Geek Squad Counter-Intelligence Agent works at the precinct counter in order to provide customers with computer services and handle most of the repair work on computers, in addition to working the register and helping Home Office in PC and service sales.

The Technical Service Sales Lead assists in managing the activities of the Technical Services Department within a store, including the servicing and repairing of computer systems, maximizing technical services department sales, revenues and profitability, maintaining department records and schedules, ordering parts and supplies, responding to customer inquiries, and providing general information and promoting sale of company services, products and operations within the store. This key player's essential duties and responsibilities include but are not limited to: Drive service sales throughout the store by ensuring the execution of Company sales initiatives, and through the development and implementation of sales/marketing strategies. Work with store personnel to drive service sales through the Technical Service Department and On-site Services. Responsible for reducing warranty and non-warranty expenses and increasing sales margins through effectively managing parts orders and returned through vendors by the Technical Services department. Assists in filing warranty claims and 3rd party vendor billings and creates IMS orders for all Technology Assurance Program (TAP) related repairs. Orders and receives spare parts for service orders, returns defective parts to the vendor, files all service order and purchase order paperwork, reviews service orders for correctness in billing, and corrects purchase orders that have been rejected by the Multi-Vendor Support Group. Ensures all orders are properly documented and released for pick-up.

A Service Writer receives, records and distributes work orders to service crews upon customer's requests for service and provide the highest level of customer service. Accurately records information such as name, addresses, and article to be repaired, or service to be rendered. Communicates with customers regarding status changes in work orders; Set proper service level expectations with customers. Prepares work order and distribution. Cross-sell upgrade parts to service customers when opportunity is presented. Calls or write customer to ensure satisfactory performance of service. Relay messages and special instructions to mobile crews and other departments.

Responsible for selling networking/upgrades technology to customers visiting a CompUSA store and providing the highest level of customer service. Greet customers on the sales floor, determine the customer's needs and provide information on the make, type, and comparative quality of the merchandise desired as well as suggest an appropriate selection of complimentary merchandise. Recommend selections that meet the customer's needs, and emphasize selling points of items such as quality, utility, versatility, etc. Place new merchandise on display; re-stock merchandise as it is depleted, assist with stock inventory; assist in keeping pricing current on floor merchandise. Maintain a clean and orderly sales floor area.

Diagnose / repair computer systems when they fail. Perform backups on the server. Perform administrative office tasks (reports, costumer service, and filing).