Nicholas White

About Nicholas White

Customer service and technical support specialist with over two decades of providing…

Experience

1. Technical Support Engineer

   Anker Innovations

   May 2021 — Present

   Provide front-line technical support to customers via inbound calls and email, troubleshooting hardware, software, and network issues across a wide range of systems and platforms.Diagnose and resolve technical problems efficiently, ensuring high customer satisfaction and minimal downtime.Document issues and resolutions in a ticketing system to maintain detailed service records and contribute to knowledge base improvements.Collaborate with cross-functional teams to escalate complex issues and ensure timely resolutions.Maintain a professional and empathetic communication style to de-escalate concerns and deliver a positive support experience.Utilized tools such as Shulex, AWS, Feishu, Lark, Slack, Microsoft Teams, and Microsoft Office to manage support workflows and internal communication.Also takes with handling help desk tickets for the engineering team for more in depth issues we cannot directly resolve. This requires me to directly process the ticket until a resolution is found while maintaining regular contact with customers to provide optimal support.Acted as the primary point of contact for supervisor-level escalations, successfully de-escalating customer concerns and restoring satisfaction.Recognized as the top-performing support representative month over month, consistently exceeding KPIs for customer satisfaction, resolution time, and quality assurance.Trained to handle technical support for the following brands:Eufy Security, Nebular projectors, and Anker charging

Education

• Texas State Technical College

  Telecommunications

  2003 — 2004

Skills

• Mobile Technology
• Leadership
• Technical Documentation
• Staff Supervision
• Customer Support
• Technical Support
• Customer Service Management
• Public Relations
• Publishing
• Windows Vista
• Social Networking
• Android
• Computer Hardware
• Retail Sales
• Recruiting
• Training
• Customer Satisfaction
• Customer Experience
• Mobile Devices
• Retail Category Management
• Sales Management
• Computer Repair
• Microsoft Word
• Team Leadership
• Technical Writing
• Sales
• Customer Service Training
• Customer Retention
• Wireless
• Customer Service
• Retail
• Networking
• Social Media
• Blackberry
• Windows 7
• Podcasting
• Social Media Marketing
• Microsoft Excel
• Outlook
• Windows Xp Pro