Help desk specialist

Tech Support Norfolk, Virginia, United States

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Summary

Conducted extensive research on daily basis to identify potential gaps and issues affecting market position of clients
Respond and tracked open tech cases via email and phone ,resolved at a 100% rate while exceeding customer expectations
Received a Top 2 NPS score of %100 by assessing the needs of internal and external clients while providing quality services
Utilized SaaS software to troubleshoot clients with tier II browser & application errors solving each problem without escalating to tier III tech support
Provided basic end-user support for walking customers through software setup and reconfiguration.
Used listening cues and key words when deescalating situations and responding in the appropriate manner under stress
Developed and established new relationships to drive company growth.
Compiled customer feedback for cross-functional departments to improve product or service features.
Provide end to end technical and user support for all ADP platforms
Suggesting new products and features for ADP clients to better assist with employer needs

Expectations

Im looking for an opportunity to use my customer support and service skills. Im also looking for a job that will allow work life balance with room to grow once Ive managed to successfully commit to my role at hand.