Harpreet Kaur Email & Phone Number

Cambridge, Ontario, Canada

Cambridge, Ontario, Canada

• Provide Knowledgeable technical support and troubleshooting guidance pertaining to network, internet, cable, and computer issues.• Communicate electronically and by phone with customers experiencing technical difficulties to determine and document problems experienced• Diagnose and resolve technical problems encountered by customers• Consult internal software, tools and guides, to research customer issues and implement solutions.• Document customer records with log of problems and solutions for use by other technical support.• Deliver exceptional customer experience while staying within our support scope guidelines.• Educate customers in realizing the full benefits of the client products and services and look for opportunities to improve our business and elevate customer experiences.• Promote and sell the features, advantages, and benefits of client products and services to our customers.• Employ Time management and multi-tasking skills to maintain high service levels.• Thoroughly document customer interactions and escalate potential service issues.• Identify opportunities to improve customer service levels.• Provide feedback to leadership teams to improve environment.• Various other duties as needed.

Toronto, Ontario, Canada

• Respond to incoming 40 interactions per day regarding product delivery issues, billing concerns and other general queries.• Answer 500 product and service specific questions by utilizing de-escalation techniques to resolve issues during first interaction.• Handle customer technical support questions regarding products in a professional friendly manner at all times.• Provide Customers with service repair authorization for defective products.• Sell optional services and warranties to customers.• Keep up to date with industry developments, applicable operating systems, common and related software and hardware, and company policy to ensure proper communications to customers.• Adhere to technical support policy and procedures for all customers calls or tickets received ensuring achievement of company set goals (KPI).• Maintain minimum skill set requirements for T1 support calls and tickets when applicable.• Develop my core competencies to build positive relationships with co-workers and customers.• Follow company’s guidelines to protect data while collecting information from customers to enter it into service software.• Note down every interaction’s problem and solution in notes section of software to decrease hustle for next agent.• Perform other related duties and assignments as required and assigned by supervisor or Manager.

Fort St John, British Columbia, Canada

Chandigarh

Post Graduate Diploma In Business Management It Specialization, Business It, 3.5 Gpa

Bachelor Of Technology, Computer Science, 83 %