Senior Technical Support Representative
Stc Solutions
Total years of experience :13 years, 8 Months
• Analyses & troubleshoot technical problems.
• Responsible for handling & supervision the shift on weekends as helping my Team.
• Checking the most & major technical issues.
• Obtains client's information by answering calls & verifying information.
• Determines eligibility by comparing client information to requirements.
• Informs clients by explaining procedures, answering questions & providing information.
• Resolving customers and partner technical support issues through phone, web meetings, email, and other channels.
• Helping team members in resolving support tickets and troubleshooting by acting as a point of escalation for difficult/advanced technical support issues.
• Maintains communication equipment by reporting problem
• Maintains and improves quality results by adhering to standards and guidelines recommending improved procedures.
• Assist and support call center staff in their day-to-day operations.
• Investigate problems and take corrective action.
• Handle customers and solve problems.
• Handling dissatisfaction and upset customers.
• Accommodated wide-ranging customer experience levels by adjusting technical support strategies.
• Troubleshoot DSL and Fiber lines problems.
• Provide gaming solutions for customers.
• Provide support from the Head Office to the technicians on site.
• Assist the Technical Support Supervisor and Team Leader in controlling call center operations.
• Resolved 90% of calls with the first contact and forwarded escalated calls when necessary.
• Provide operational support to resolve logistics problems connected to call center management.
• Trains oversees & participates in the work of other engineers/technical personnel engaged in the operation & maintenance of transmitting, electronic & electrical equipment & associated software related to the production and broadcasting of educational radio/television programs.
• Advises and collaborates with other engineers/technical personnel involved in testing and repairing of transmitter equipment and schedules/oversees less experienced engineers.
• Performs diagnosis, testing, maintenance & preventive maintenance of high-power transmitters, low-power transmitters & related electronic equipment used in the broadcasting of Radio/Television programs.
• Performs maintenance and repair of more complex building mechanics. (e.g., HVAC, plumbing, cooling System, electrical/pneumatic controls, pumps, blowers, motors, etc.)
• Researches, plans & implements equipment & systems for transmitter facilities.
• Install & configure computer hardware operating systems and applications.
• Monitor and maintain computer systems & networks.
• Talk staff or clients through a series of actions, either face-to-face or over the phone to help set up systems or resolve issues.
• Troubleshoot system and network problems, diagnosing & solving hardware or software faults.
• Respond within agreed time limits to call-outs.
• Provide support, including procedural documentation & relevant reports.
• Follow diagrams & written instructions to repair a fault or set up a system.
• Support the roll-out of new applications.
• Set up new user’s accounts & profiles plus deal with password issues.
• Knowledge of the client’s needs.
• Empathy for the client’s situation.
• Ability to communicate clearly both written and in speech.
• Talking in a way that client can understand.
• Has a "Thick Skin" and ability to handle complaints even when handling unpleasant clients.
• Handling in the best interest of both client and company.
• Ability to use automated Information systems to analyze the client’s situation.
• Ability to suggest improvements to the various communications by the company. (E.g. Website, FAQ, etc…)
• Establishes work priorities, schedules and coordinates the work of data entry.
• Reviews source documents for proper preparation and coding.
• Entering all the details of the travelers & book for them.
• Identify and resolve programmatic computer systems problems.
• Reviews and verifies data using online data entry terminals.
• Performs other related data entry tasks.
Bachelor’s degree of Science - BS, focused in Information Technology and Computing Certificate No.: 7268/94777