Technical Support Representative

Sept 2020 to Oct 2021

About My Role:

As a technical support representative, I specialized in providing quick and efficient technical support and service to customers calling Apple Support for assistance with iOS, Mac, and other Apple products (i.e., iPhone, iPad, Mac, Apple Watch, etc.).

Duties:

  • Ensured superior customer experience by managing call flow, addressing customer concerns, guiding through general troubleshooting steps, providing education on product usage, and resolving cases during the first call in a timely and empathetic manner.
  • Responsible for creating support cases for accurately documenting each assigned customer interaction in the proper systems, and transferring cases to the appropriate department for escalations that resolve inquiries/issues when necessary, amongst other assigned duties.
  • Remained up to date on the latest technological advancements and solutions applicable to company products.

Highlights:

  • Promoted from Level 1 Tier 1 Tech (iOS Products) to Level 2 Tier 1 Tech (All Products) after 2 weeks.
  • Promoted to Level 3 Tier 1 Trainer after 1 month.
  • Previously reported monthly average customer survey rating: 3.9/5
  • Previously reported total number of calls taken in a single shift: 25

About the Company

"Conduent delivers mission-critical services and solutions on behalf of businesses and governments — creating exceptional outcomes for its clients and the millions of people who count on them. Through process, technology and our diverse and dedicated associates, Conduent solutions and services automate workflows, improve efficiencies, reduce costs and enable revenue growth. It’s why most Fortune 100 companies and over 500 government entities depend on Conduent every day to manage their essential interactions and move their operations forward."

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My portfolio only contains recent and notable jobs that I’ve had. To see more, visit my LinkedIn Profile.

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My portfolio only contains recent and notable jobs that I’ve had. To see more, visit my LinkedIn Profile.