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Technical Support Specialist at Vivint Smart Home with multilingual content creation experience
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Competencies
Expertise in enhancing customer satisfaction through effective communication and problem resolution.
Proficient in diagnosing and resolving technical issues efficiently to minimize downtime.
Skilled in producing bilingual content, translating, and editing for diverse audiences.
Effective in hosting podcasts and engaging audiences through insightful discussions.
Education
Languages
Summary
Experienced in technical troubleshooting, customer experience management, and bilingual content creation. Adept at resolving complex issues and engaging diverse audiences through podcasts and written content. Fluent in English, Spanish, and Portuguese, with a passion for educational and technical communication.
Key Achievements
- Achieved high first-call resolution rates, reducing customer follow-ups and increasing satisfaction
- Managed complex escalations ensuring timely resolutions and improved customer experience
- Produced engaging bilingual content and podcasts, expanding audience reach and educational impact
- Translated and edited multilingual articles, enhancing content accessibility for diverse audiences
Experience
Advanced Technical Support Specialist
Provided advanced technical troubleshooting and resolution, ensuring first-call resolution and minimizing repeat customer contacts., Managed ticketing, escalations, and scheduling, ensuring efficient workflow and timely case resolution., Conducted proactive customer follow-ups, monitored system performance, and ensured customer satisfaction through post-service surveys and engagement., Led billing management and payment processing, resolving disputes and ensuring smooth transactions., Trained and mentored new hires, conducting shadowing sessions and providing continuous support to enhance team performance., Performed administrative tasks, including reviewing post-install reports, analyzing trends in customer issues, and implementing process improvements.
Remote Writer & Content Creator
Translated and edited Spanish-to-English articles, Hosted and produced podcast episodes on Spotify, engaging audiences with insightful discussions on language learning., Created educational content focused on foreign language acquisition, fostering global communication and cultural exchange., Collaborated remotely with an international team via Discord, demonstrating strong virtual teamwork.