The role of Senior Technical Support Specialist is intended to act as a point of support, escalations, and guidance for Level 1 agents, other department employees, and customers. Responsibilities for this role include:-Provided high-quality support to customers and employees per company procedures within the timeframes defined in the department Service Level Agreements. Identified the customer, agent, or other employee’s issue or request regarding loading their GDSN item data.-Reviewed and researched customer data via the Item Management user interface and/or the item XML data.-Worked with the customer via phone and/or email to ensure they understood the cause of the issue and the steps to resolve it.-Managed and resolved functional escalations from Level 1 agents and some other departments. -Followed the established protocols to escalate the inbound requests of greater importance or complexity to more advanced teams within the department.-Actively worked in the company “Community” forum, where questions regarding customer item data, user accounts, and other data synchronization topics were posed by customers.-Trained and guided other Level 1 agents to maximize knowledge and efficiency throughout the department.-Acted as one of the points of contact for issues on all customer-facing platforms related to the Service Desk.-Served as a supplemental support for the Access Management department which handles organization and user creation and setup.

This position was designed to locate the possible properties on which the company could build a billboard, per local and state ordinances. My tasks were as follows:-Gather information online about town, city, and state zoning information.-Handle outbound phone calls with town, city, and state government and zoning officials regarding zoning information.-Log all gathered zoning information in Google Sheets. -Use all information gathered to search for viable locations on Google Earth to place billboards.

-Handle 50+ customer interactions per day, giving detailed, personalized, friendly & polite service to ensure customer retention.-Memorized all monthly promotions, company policies, and rewards program features to be able to answer all customer questions quickly and efficiently, and make relevant upsells.-Receive source data such as customer names, addresses, phone numbers, and rewards card information, and enter data into various customer service software.-Record and forward vendor requests to the appropriate departments.-Troubleshoot app and website issues to ensure a smooth experience for the customer when viewing their account.-Filed cases regarding customer complaints, compliments, and property damage (for both customer and company property).-Helped train 2 new employees in customer service script recitation, conflict resolution, and data entry practices.