Brianna Shelton

Technical Support Technician @Asurion

Evaluate and troubleshoot customer concerns with multiple devices File claims and assist with existing claims Manage one-on-one conversations via chats, emails and over the phone Identify technical issues, deploy solutions with efficient, clear, courteous, and accurate communication Searching and navigating the knowledge base to identify appropriate resolution for client issues Explain device capabilities, wireless carrier data product offerings and company policies Meet goals/ NPS Metrics. Document all activities for quality and metrics reporting through the Customer Relationship Management (CRM) application Striving for one-call resolution of customer issues while communicating appropriate options in a timely and professional manner Mastery of creating case tracking details for use by team members for similar/future problem resolution Utilize call center technology to troubleshoot, input, track and report customer issues When needed, escalate calls to the appropriate tier of customer service function Troubleshooting hardware and software issues Follow up with customers to ensure their technical issues are resolve