Personal Information
Organization / Workplace
Greater Salt Lake City Area United States
Occupation
Tier 2 Technical Support Representative
Industry
Technology / Software / Internet
About
Contracted Help Desk position for Panterra Networks Inc. troubleshooting VoIP phone system connectivity and QoS issues including routers and switches, phone hardware, ISP, and web service user interface issues.
Made, received, scheduled, and logged calls to and from customers, troubleshooting, resolving, or escalating issues to appropriate departments.
After only 3 months of being on the project was promoted to Tier 2 support. As of Q3 2014 became the senior support agent on the team and am responsible for training all Tier 1 and Tier 2 agents. Personally responsible for reducing the amount of “tribal knowledge” by spreading knowledge of uncommon support issues to the entire team...
Personal Information
Organization / Workplace
Greater Salt Lake City Area United States
Occupation
Tier 2 Technical Support Representative
Industry
Technology / Software / Internet
About
Contracted Help Desk position for Panterra Networks Inc. troubleshooting VoIP phone system connectivity and QoS issues including routers and switches, phone hardware, ISP, and web service user interface issues.
Made, received, scheduled, and logged calls to and from customers, troubleshooting, resolving, or escalating issues to appropriate departments.
After only 3 months of being on the project was promoted to Tier 2 support. As of Q3 2014 became the senior support agent on the team and am responsible for training all Tier 1 and Tier 2 agents. Personally responsible for reducing the amount of “tribal knowledge” by spreading knowledge of uncommon support issues to the entire team...