Gabriel Escobar Email & Phone Number

New Jersey, United States

Wayne, New Jersey

Mahwah

Provide support to sales department and handle all aspects of sales support and customer service. Providing product and service information; resolving product and service problems.

Fairfield, Nj

Provide technical support to customers via telephone, email and chat tool methods. Assisted with customer website upkeep using Wordpress content management. Support with adding web content, assisted with questions about website features and additional products. Maintain ticketing system for customer impacting issues. Addressed billing issues and worked with financial institutions when charge back and billing issues arose. Set up email accounts via Outlook and mobile devices. Open and close accounts via WHMCS billing system.

Paramus, Nj

Ticket Resolution Coordinator– Tier II (Call Center) • Handled all customer impacting network tickets created by routing them to engineers or other servicing departments until their completion. • Assisted in escalations for the Executive Emergency Response Team which received; high level troubleshooting requests from various in-house departments and external high level customers. • Helped coordinate and facilitate team huddles and trainings for customer service agents. • Provided side by side coaching for agents needing help meeting call center stats.Advanced Support Representative –Tier II (Call Center) • Provided Tier II support to agents in call centers located in CO, and WA via Live Person chat tool system, as well as customer service agents located in-house while troubleshooting customer’s mobile phones, PDA’s and laptop connectivity issues. • Interacted with internal partners, application/device vendors and customer IT organizations to resolve impacting wireless data issues. • Sent outage and restoral notifications to impacted enterprise customers and customer service agents for planned and unplanned network outages. • Interacted with network engineers and field technicians when impacted customer’s issues were not completely resolved.Advanced Network Service Representative – Tier I (Call Center) • Assisted in email setup, mobile internet configurations, Bluetooth pairing, wireless internet cards, and all troubleshooting within the AT&T troubleshooting spectrum. • Created network tickets when issues needed more in depth troubleshooting from other in-house departments, and network field technicians. • Provided floor support for tenured and new customer service agents and gave feedback and coaching when needed.