Joseph Fillion

Technical Support Specialist at Robin
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Contact Information
us****@****om
(386) 825-5501
Location
Mendon, Massachusetts, United States, US

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Experience

    • United States
    • Software Development
    • 100 - 200 Employee
    • Technical Support Specialist
      • Mar 2022 - Apr 2023

      Remote

    • Software Development
    • 700 & Above Employee
    • Technical Support Engineer
      • Apr 2018 - Mar 2022

      Serves technical support to customers through a Salesforce-based Help Desk environment while maintaining an NPS score of 10/10. Provides timely and effective answers while managing customer conversations over multiple channels such as phone, email, and support tickets. Continuously researches and troubleshoots customer issues both independently and as a member of a team Collaborates with multiple departments to reach customer solutions, such as partnering with Engineering to troubleshoot… Show more Serves technical support to customers through a Salesforce-based Help Desk environment while maintaining an NPS score of 10/10. Provides timely and effective answers while managing customer conversations over multiple channels such as phone, email, and support tickets. Continuously researches and troubleshoots customer issues both independently and as a member of a team Collaborates with multiple departments to reach customer solutions, such as partnering with Engineering to troubleshoot and escalate MiddleWare and Boomi issues related to API access to Workforce Ready. Specializes and trains coworkers on the focused skills of Human Resources (HR), Time and Labor Management (TLM), and Affordable Care Act (ACA). Show less

    • Denmark
    • Manufacturing
    • 700 & Above Employee
    • Assistant Store Manager
      • Nov 2013 - Apr 2018

      Braintree, MA Managed a team of fifteen employees in the daily tasks required to run the store, such as checking stock, ordering supplies and preparing the POS system. As a lead, maintained and processed payroll and employee schedules using Kronos and SAP Logon. Set customer expectations, troubleshooting concerns about products and store events/promotions. Mediated customer disputes and found solutions that satisfied the needs of the customer while obtaining feedback via email, phone, and… Show more Managed a team of fifteen employees in the daily tasks required to run the store, such as checking stock, ordering supplies and preparing the POS system. As a lead, maintained and processed payroll and employee schedules using Kronos and SAP Logon. Set customer expectations, troubleshooting concerns about products and store events/promotions. Mediated customer disputes and found solutions that satisfied the needs of the customer while obtaining feedback via email, phone, and face-to-face interactions.

    • Supervisor
      • Sep 2012 - Nov 2013

    • United States
    • Computers and Electronics Manufacturing
    • 700 & Above Employee
    • Specialist
      • Mar 2010 - Aug 2010

      Holyoke MA Interacted with customers, detailing information about the various Apple products, identified potential issues and troubleshooting customer concerns, conducted workshops and personal training, answering questions.

    • United States
    • Higher Education
    • 100 - 200 Employee
    • Computer Lab Monitor
      • Oct 2009 - May 2010

      Worcester MA Managed Apple Computer Lab--opening, closing, keeping organized, ensuring rules followed Maintained computers--keeping them running, updating software, troubleshooting repairs Resource to Students--answering questions and teaching computer skills

    • United States
    • Retail
    • 700 & Above Employee
    • Remodel Associate
      • Jun 2008 - Aug 2008

      Northampton MA Planning remodeling--participated in planning and organization stages of store remodeling Customer Service--resolved customer issues and interacted with sales personnel Technical Aspects--involved in the technical building aspects of remodeling the store

    • United Kingdom
    • Retail
    • 700 & Above Employee
    • Auditor
      • Jan 2008 - Apr 2008

      Responsible for auditing inventories of many grocery stores in Massachusetts, Rhode Island, and Connecticut. Interactions with managers and employees--people person, pleasant, helpful, efficient

Education

  • Emerson College
    BA, Visual Media Arts: Interactive Media
    2007 - 2012
  • Becker College
    Graphic Design
    2009 - 2010

Community

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