Germano Tessarolo

Customer Support Specialist @ADT

US

Help the clients trouble shoot the different issues with the alarm systems.use salesforce as source,of knowledge baseSchedule technicians to perform service calls.Help the clients with the door bells and cameras issues.Help the clients with their remote access and reset their password.Help client troubleshoot issues with the alarm systems (sensors and control panels)escalate tickets to tier 2 to issues that required their expertise.Help the clients reset their login credentials to access the different applications.remote to the clients application help them add and delete usershelp clients troubleshoots cameras issues (video recordings,not image or deleting and adding back to the networkSend troubleshooting documentation / videos with steps to help the customer fix the issues.Handle inbound and outbound contacts in a courteous, timely, and professional mannerListen to customers, understand their needs, and resolve customer issuesResearch systems to find missing information as applicable; coordinate with other depart- ments to resolve issues as applicableFollow the processes of the Client program and perform all tasks in a courteous and professional mannerUtilize systems and technology to complete account management tasksAccurately document and process customer claims in appropriate systemsFollow all required scripts, policies, and proceduresUtilize knowledge base and training to accurately answer customer questionsComply with requirements surrounding confidential information and personal informationAppropriately escalate customer issues with the managerial teamEscalate customer issues to the appropriate staff and managerial for resolution as needed.Ensure first call resolution through problems solving and effective call handlingAttend meetings and training and review all new training material to stay up-to-date on changes to program knowledge, systems, and processes

Miami Dade College

AA

NEW HORIZON SCHOOL

Technical School Server 2016 and Cisco

FastTrain of Miami

Management Information Technology