Fernando - Remote Tech Support Agent with 5+ years in HVAC assistance

Provided technical assistance and support to customers via phone, email, and video call.

Effectively communicated technical information to non-technical clients and team members.

Diagnosed and resolved HVAC and thermostat issues over the phone and video calls.

Led onboarding and training sessions for new customer support agents.

In charge of scheduling and dispatching 4 construction installation crews weekly., Providing necessary information and documentation to crews., Scheduling inspections, pending services, permit pick up and drop off., Handling phone calls to the company regarding material ETA, install ETA or client inquiries.

Attending calls from customers needing technical support for Thermostats or Home Security related products., Following up with customers regarding their warranty orders., Assisting customers with registering, wiring, and installing through phone or video calls., Meeting weekly targets of 300+ customer inquiries via phone and email., Tracking trends in customer feedback regarding the customer experience., Collaborating with management to determine the root cause of various issues.

Assisting players via tickets for the Game of Thrones: Conquest game., Handling gameplay issues, purchase order discrepancies, and 3rd party linking., Training new agents for onboarding and player support., Analyzing responses and solutions taken during training and grading via scorecards., Providing feedback and coaching based on Scorecards.