Matt Kenney

Experience

1. Technical Customer Service Associate

   Eero

   Jan 2022 — Present · Austin, TX, US

   My team was responsible for processing RMAs, warranty replacements, and subscription changes for eero\'s millions of customers in the United States and abroad. I provided an empathetic voice for customers wanting to initiate returns or cancel subscriptions and offered customized recommendations and assistance for customers whose technological know-how ranged from novice to expert. I utilized Netsuite to process RMAs for customers based in the United States and Canada. I also used ticket-handling software like Zendesk to correspond with customers and Jira to escalate various bugs and international RMAs. Due to my exceptional multi-tasking and quick-learning abilities, I was placed on eero\'s home installer, enterprise customer, and ISP partner teams to provide technical service to our business customers. I delivered polite, punctual responses over email, chat, and phone support while regularly maintaining a 100% QA score.

Education

• Austin Community College

  Dual-Credit Enrollment

• Canterbury Christ Church University

  Foreign Exchange Program, British Studies

• The University of Texas at San Antonio

  Bachelor of Arts - BA, Geography and Environmental Sustainability

• Texas State University

  Bachelor of Business Administration (B.B.A.), Computer Information Systems