Robert Harmon
Technical Support Professional, Operations Specialist, Customer Service Wizard
33 years old
Portland (97233) United States (Oregon)
Professional Status
Freelancer
Open to opportunities
About Me
I am hard working, dependable and quick to learn anything new that can be thrown at me! Just make sure it's not a heavy physical object.
Oh, I'm also pretty great with phone support, building phenomenal support staff and writing just about anything from romance books to encyclopedias. This does not include third-person summaries.
Oh, I'm also pretty great with phone support, building phenomenal support staff and writing just about anything from romance books to encyclopedias. This does not include third-person summaries.
Technical Support Professional II - Triage (Tier 3)
Convergys
December 2013
to July 2014
Full-time
Wilsonville
- Part of a specialized team to help with various higher-level support for customers.
Due to the workload involved, more details can be found below: - Triage Cases - Worked alongside client for Tier 3 "Triage" Escalations, which required complicated product troubleshooting, customer de-escalation and reporting new issues to the product development team for research purposes. During these cases we are in constant contact with the client for additional questions or guidance.
- Office of the President - In cases of compensation requests or requests to speak with the CEO/VP of the client, worked closely with the client to provide support for frustrated customers, product returns and billing arrangements in special circumstances.
- Data Services - Part of the Data Services escalation team, helping to diagnose and send damaged customer files to be manually fixed by a separate department for the client. This includes heavy documentation, coaching for agents and consulting directly between the client and the other departments that could arrange a fix for the customer.
- Content Writing - Operated as Content/Technical Writer and wrote various Knowledge Base (KB) documentation for the product to assist agents and customers, along with identification and technical writing for known and emerging issues in software.
- Subject Matter Expert (SME) - Provided dedicated resourcing for Tier 1 and Tier 2 agents as a Subject Matter Expert (SME) assisting agents with technical questions, de-escalation techniques and helping find knowledge base articles and documentation.
- Reporting Analyst - Collected and built reporting based off call drivers, average handle time and other metrics to increase productivity on the call floor using Microsoft Excel and client-Provided CRM tools.
