Ares - Support Specialist with 4+ years in Customer Service & IT

Consistently delivered high-quality support, ensuring customer satisfaction and loyalty across diverse platforms

Assisted users and resolved hardware, software, and network issues using remote and onsite troubleshooting

Reviewed and resolved database and ERP application issues, including SQL database management

Diagnosed and executed solutions for network and server problems, supporting IT infrastructure

Effectively explained technical information to non-technical clients and collaborated with teams for issue escalation

Provides support to customers via phone or email for the ERP application (Bistrack), Reviews and resolves issues related to database and ERP changes using SQL

Kept software licenses current for all computers and mobile devices, Conducted testing and troubleshooting for various software remotely and onsite for server sets to maintain operational readiness, Resolved issues and escalated problems with knowledgeable support and quality service, Diagnosed and executed resolution for all network and server issues, Made recommendations regarding information technology infrastructure overhauls

Assisted customers in identifying issues and explained solutions to restore service and functionality, Explained technical information in clear terms to non-technical individuals to promote better understanding, Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks, Collaborated with supervisors to escalate and address customer inquiries or technical issues, Managed customers' expectations of support and technology functionality to provide positive user experience, Provided Tier 1 IT support to non-technical internal users through desk-side support services, Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution, Submitted service tickets for equipment maintenance requests, Performed quality assurance and quality control assessments of support ticket fulfillment, Managed high levels of call flow and responded to different technical support needs

Resolved customer complaints while prioritizing satisfaction and loyalty, Maintained satisfaction with proactive strategies, addressing needs and resolving concerns, Delivered competent customer service and prompt problem-solving, Developed a strong community reputation through commitment to customer satisfaction and relationships, Answered calls promptly, managing multiple tasks efficiently, Offered personalized advice and assistance, following through on requests to resolve issues, Responded to inquiries via phone, email, and web platforms, Documented calls and complaints using CRM, Delivered exceptional service by leveraging product knowledge and creating positive experiences, Educated customers on promotions and new offerings, Enhanced productivity by adhering to call scripts and managing conversations effectively.