Daniel Thomas

Experience

1. Technical Support Engineer

   Qsic

   Apr 2024 — Present

   As a Technical Support Engineer at Qsic, I specialize in delivering high-impact technical solutions and exceptional customer experiences. I manage support operations through Salesforce, where I create and track cases with precision, ensuring timely resolutions and accurate documentation.Leveraging SSH command-line tools, I troubleshoot and resolve issues with our proprietary media players, often diagnosing and correcting problems remotely in real-time. I also build dynamic, customer-facing forms using FormTitan to streamline workflows and enhance the client onboarding and support experience.What sets me apart is my ability to transform challenging interactions into positive customer outcomes. I’ve successfully de-escalated hundreds of high-tension situations, including cancellation requests, converting over 80% into retained customers through empathy, clear communication, and efficient issue resolution.Key accomplishments include: • Resolved 90% of technical cases within SLA timeframes. • Built and deployed custom FormTitan forms, improving technician efficiency during media player installations. • Maintained a customer satisfaction rating of 98% across support interactions.My approach combines technical proficiency with a customer-first mindset, ensuring that every touchpoint reflects Qsic’s commitment to excellence and innovation.