Nicole Spears Email and Phone Number

Handle consultations from Advisors.Take over interactions when necessary to provide best customer experience.Take ownership of a case until issue resolved.Create, manage, and complete commitments to customers.

Member of Technical Solutions Center team dedicated to providing premier support to customers with complex product or service concerns. Provide exceptional customer service and technical support for internal and external voice and data product customers across all channels. Demonstrates the advanced troubleshooting skills necessary to resolve the full scope of customer issues including both technical and customer service inquiries. Follows up with customer to ensure first contact resolution and deliver a Promoter level experience. Troubleshoot hardware and software issues and identify network/applications issues. Provide detailed information on how to set up/configure data and voice products. Verify provisioning and diagnose device or Network issues. Troubleshoot for PC Operating systems, specifically Device Manager and TCP/IP configuration. Use various administrative department tools and on-line resources for customer resolution. Use trouble ticket system for tracking customer interactions and problem resolution. Evaluate customers concerns and resolve problems to customer satisfaction. Demonstrates and practices regularly the skills necessary to handle any CS and/or Technical Support call type that is routed through the center in this function. Follows up with customer to ensure first call resolution and achieve and deliver 100% customer satisfaction.