Luis Diaz
Technical Support Engineer | Ex-Apple
- Role
- Technical Support Engineer, Plus at Outreach
- Location
- Atlanta, GA, US
- LinkedIn followers
- 500 followers
About Luis Diaz
Stay hungry. Stay foolish.” ― Steve Jobs That is one of my favorite quotes. It taught me that I need the willingness to acquire more and more. I constantly need to strive to do better. I need to continue to stay hungry, and I work on bringing quality with that measure. My goal for my career is to enrich lives. I want to put my customers at the center of what I do, and with my team; the center of what we do. I love to redefine the expectations of my clients and delight them with premier experiences. I can successfully troubleshoot, communicate with any level of customer, and, provide customized solutions based on each customer’s specific needs, including business owners, enterprise accounts, developers, etc- My communication strategy is to use acknowledge, align, and assure- In technical support, I probe and gather information, in order to suggest other facets of our product to increase revenue for our company- My gut instinct is usually good, but I seek facts and other data to support my decisions. I can partner closely with developers, executive leadership, business owners, and my peers to successfully enhance the companies priorities, and performance- I can speak tech and exec- Lead the charge in effective team communication - I build rapport to strength relationships with customers and peers I strive for the betterment of myself, both professionally and personally- I am constantly discovering new skills to enhance my work- I think critically, in turn creates, high-quality decision-making - When under pressure, my performance is unhindered. Reach out to me about technical consultation, technical account management, technical support, or my favorite. basketball.
Experience
Technical Support Engineer, Plus
Nov 2021 — Present · Atlanta, GA, US
Outreach Admin Certified - Supporting the entire platform of Outreach.io and its native integrations, and voice carrier- Paid support service for live chat, phone calls, and Zoom screen shares with customers- KCS Knowledge Building & Technical Writing - Knowledge sharing and presentations on for support- 95%+ CSAT (Customer Satisfaction) on a monthly basis - Average 8-12 Tickets per day - Working cross functionally with major teams in Seattle, UK, Costa Rica, and Prague.
Education
Forsyth Central High School
High School Diploma, Marketing/Marketing Management, General, 12
2013 — 2016
University of North Georgia
Business Information Systems, Selling Skills and Sales Operations
2016 — 2020
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