Nicholas White
Technical Support Engineer @Anker Innovations
Signup · Get unlimited contacts
WORK HISTORY
Technical Support Engineer @Anker Innovations
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
SKILLS
ABOUT NICHOLAS WHITE
Customer service and technical support specialist with over two decades of providing…
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.