Marcos - Service Activation and Technical Support Specialist with 5 years in IT Support

Expert in providing remote IT support and troubleshooting for hardware and software.

Skilled in delivering exceptional customer experiences and resolving inquiries promptly.

Experienced in managing service activation and deactivation processes effectively.

Proficient in monitoring service quality and ensuring compliance with company standards.

Managed activation and deactivation of internet, telephony, and cable television services.. Monitored and controlled active customer lines to ensure service quality and compliance with company policies.. Configured internet equipment and television set-top boxes.. Provided technical troubleshooting for connectivity, signal, and service-related issues.. Executed service deactivations due to non-payment following established procedures.. Delivered basic technical support and verified service status to maintain high customer satisfaction.

Delivered technical support for Dell-supplied hardware, software, and applications using documented procedures and tools.. Assisted customers through installation and basic usage according to warranty guidelines.. Applied structured troubleshooting techniques to diagnose and resolve technical issues.. Maintained clear and professional communication with customers throughout the resolution process.. Ensured compliance with schedules and service-level agreements (SLAs).. Identified recurring issues and provided feedback for process improvement.. Consistently achieving excellent customer service performance metrics.

Provided remote IT support via chat and email, ensuring a high-quality customer experience.. Resolved an average of 20+ customer issues daily with a 95% success rate.. Delivered troubleshooting support for system operation, hardware, and software issues.. Advised customers on technical problems related to computer equipment and system performance.. Ensured customer satisfaction for all incoming technical and purchase-related inquiries.. Maintained strong customer service metrics and quality standards.