Junior Technical Support Agent
Irving, Texas
• Provided Help Desk support to all end users, answered, evaluated, and prioritized requests for assistance from users experiencing problems with software and other computer-related technologies. Served as the conduit between the customer community, software vendor support and the IT team, turned abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs.• Logged and tracked requests using help desk software, maintains history records, and related problem documentation.• Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, ND assisted in the development, implementation, and monitoring of access control, data confidentiality, system integrity, system reliability, system audit and recovery methods and procedures. Proactively communicated and collaborate with external and internal customers to analyze information needs and functional requirements.• Analyzed to ensure design ideas are effectively put into production by working through the life cycle of researching, testing, implementing, and measuring products for clients, Provide support and guidance to Associate Analyst as well.• Maximizes use of hardware and software by training users; interpreting instructions; answering questions, Problem Solving, Presenting Technical Information.• Troubleshooting and diagnosing customer issues relating to their Apple products.• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services;• Maintaining 100% Customer Satisfaction.