I am an experienced Technical Support Representative/Customer Service Representative with expertise in providing Tier I and Tier II support for residential and small business customers. I handled the ADT Security Services account. I troubleshoot and resolve complex issues involving home security keypads, smart home devices, video surveillance systems, sensors, door locks, and thermostats. Additionally, since we are in the General Care department, I also handled billing inquiries of customers, like autopay and billing disputes. Creating tickets and scheduling appointments for technicians to visit customers' homes were also among the tasks I performed as a Customer Service Representative. I was also a soft retention agent for the account, which means I handled de-escalation for customers who wanted to cancel their accounts with us. Salesforce is the tool I used to document customer interactions.
My strengths include advanced troubleshooting, problem-solving, customer communication, and de-escalation. I am skilled at using remote diagnostic tools like video calls and screen mirroring to identify and resolve technical issues efficiently while explaining solutions clearly and understandably. In addition to my technical background, my experience in legal research and content writing has strengthened my attention to detail, analytical thinking, and ability to communicate complex information effectively.
