Lauro Mojica Email and Phone Number

• Responsible for supporting the working relationships with direct APC relational accounts, Project Coordination, Order Fulfillment, Technical Support – both single and three-phase product lines, and USC Parts Department, Manufacturers Representatives.• Specific responsibilities include but are not limited to: proactively managing open orders for APC accounts; field incoming inquiries from direct accounts regarding logistics, order fulfillment, and APC order management policies, working with other departments within APC to facilitate on-time delivery and customer satisfaction, as well as other duties as needed.

• Provides 1st level of assistance to the consumer.• Logging all calls and emails via helpdesk system.• Providing a high level of Customer Service and communication, meeting and exceeding client expectations.• Ensuring all outstanding calls and email issues are resolved or escalated

• Responsible for applying plan subscription as per customer request.• Preparing, organizing, and storing information in the helpdesk system.

• Answer incoming phone calls and provide support to callers experiencing computer problems of all kinds. Will listen to descriptions of customer issues and determine how and if they can be fixed.• Gather information from customers to diagnose tech issues and walk customers through the steps needed to fix various problems.• If customer tech problems cannot be handled over the phone, we will schedule a repair crew to fix problems on-site.

• Perform dispute review of Fraud claims that may be submitted in error or may be knowingly submitted to avoid repayment of charges• Contact card members to verify changes, requests and potential fraud applications and investigate unbilled and posted transactions• Investigate claims involving our high value and Base customers, including claim challenges, and detect fraud rings in their early stages• Investigate compliance sensitive processes involving significant financial and regulatory risk, and make discretionary decisions• Respond to escalations as appropriate regarding dispute claims and verify accuracy of manual processing and process controls

• Maintain up-to-date knowledge about ATT products and services. Respond to customer queries about ATT services, equipment, promotions, roaming and billings.• Enhance customer retention and satisfaction by providing outstanding and prompt customer services.• Take customer calls and complete service orders. Understand customer needs and recommend appropriate products and rate plans.• Develop innovative ways to sell ATT products and services to customers.• Handle customer requests for payments, activations, upgrades and other services. Address and resolve customer concerns promptly.• Handle large volume of customer calls efficiently.

• Identifies, investigates, and resolves user’s problems with computer software and hardware.• Fields support calls, chat, email, and/or other communication from users with inquiries regarding software programming, connectivity, printing, and similar concerns.• Consults with users to determine steps and procedures taken to identify and resolve the problem.• Applies knowledge of computer software, hardware, and procedures to solve problems.• Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions.