IT Helpdesk Support, Sales and Retention SpecialistSquaretrade, Lowell, Massachusetts September 2011 – March 2023White glove IT subscription service and cloud backup provider for business and residential clients. I provided multi role assistance to clients for technical support, billing, sales and retention for the product and service. My roles included identifying and resolving technical issues for many types of devices such as computers, mobile devices, printers and network routers. Also logging detailed interactions, responsible for issuing credits to accounts, maintaining a high standard of retaining and obtaining new clients.

Answering calls, assisting mobile phone clients with technical, billing, sales and service issues, de-escalating hostile situations, using multiple programs to find client and technical information and create a detailed report on each client interaction.

Provided clients with hardware and software phone support to help resolve issues with networking, software and hardware installation, email, throughput, internet setup and access issues. Provided some training to client to help with PC programs and usage. Answered sales inquiries, created a detailed log of each clients issue and the call.