Gage Lovett
Technical Resource at OvationCXM
- Role
- Technical Resource at Ovationcxm
- Location
- Cincinnati, OH, US
- LinkedIn followers
- 500 followers
About Gage Lovett
My background consists of over 13 years of experience within an IT Support Environment. I…
Experience
Technical Resource
Nov 2018 — Present · Phoenix, AZ, US
Providing Support and direction to a team assigned to me for technical questions on live calls. Performing assistant management duties for that IT team, and single handedly handling all QA management for said team.Listening to 2 calls a month for every agent on the Team, grading the call in accordance to the companies QA policy, and scheduling and executing 1 on 1 meetings with each agent monthly to review performance and provide coaching on said calls to maintain a steady improvement of call quality.Monitoring a chat room where agents can come for technical questions on a variety of technologies, specialized software, specialized hardware, POS systems, and networks.Approving Escalations, responsible for making decisions regarding reaching out to various partners, replacing equipment, and escalating issues to various tiers.Providing support for 100s of credit card terminals, POS systems, POS softwares, Smart Terminals, Gateway platforms, Gateway software, printers, routers, kitchen printers, access points and wireless networks.Providing support for onsite technicians that were installing POS systems and wireless networks for merchants.Monitoring queues and directing agents to take certain calls when queues are busy to insure priority partners are handled in a timely manner. Monitoring various partner chats to ensure our communication between partners is clear. Insuring partners are responded to quickly and professionally. Developing rapport between partners and helping develop processes for the partner, including new escalation paths and updating technical fixes.
Skills
- Grocery
- Windows Xp
- Food & Beverage
- Vitamins
- Customer Service
- Technical Support
- Jquery
- Windows 8
- Casual Dining
- Css
- Organic Products
- Social Media
- Windows Vista
- Social Media Marketing
- Sales
- Php
- Cascading Style Sheets (Css)
- Windows 10
- System Administration
- Windows 7
- Call Centers
- Group Policy
- Farmers Markets
- Fast Casual
- Probiotics
- Javascript
- Bootstrap
- Html5
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