Marcus Rucker Email & Phone Number

Austin, Texas Area

Austin, Texas Area

Applies technology principles to provide a resolution path for complex or unresolved issues.Provides training and coaching to technical support specialist in a call center environment. Performs quality audits to ensure adherence to business policy, processes and procedures.

Provided real time technical assistance to front line help desk agents. Analyzed historical and current support service request to identify problem areas and proposed training opportunities. Performed Closed-Loop Corrective Action (CLCA) to improve processes and procedures.

Assisted internal teams with logistical support, order tracking and identified potential points of failure in service request management to provide a quality experience. Coordinated support request and served as a point of contact to ensure service request resolutions.

Provided assistance, information and support to clients. Built relationships to ensure quality customer experience was attained. Installed, upgraded and maintained a diverse set of hardware and software from mobile devices to mid range client systems.

Provided telephone and email support to address procedural, configuration, and software-related issues. Assisted with routine UPS software upgrade, installations, and maintenance.

Sold a wide variety of small to large electronics including but no limited to high end audio equipment, televisions, computers and mobile devices. Performed service desk and retail transactions. Served as office manager performing closing functions, customer management in CRM systems and assisted with training of new cashiers. Aided in inventory and.