Experience

MLSListings Inc.

• United States
• Technology, Information and Internet
• 1 - 100 Employee

• Customer Support - Escalations Representative

  • Nov 2003 - Present

  * Deliver 2nd level support to customers experiencing problems with online products and software. * Configure customers’ computers over the phone, or via remote web support session using WebEx and GotoAssist. * Communicate with Product Managers, and Engineering/Development staff regarding product improvements. * Composed and implemented procedural documents that are in use today by the entire Customer Support Division. * Deliver 2nd level support to customers experiencing problems with online products and software. * Configure customers’ computers over the phone, or via remote web support session using WebEx and GotoAssist. * Communicate with Product Managers, and Engineering/Development staff regarding product improvements. * Composed and implemented procedural documents that are in use today by the entire Customer Support Division.



RE InfoLink

• United States
• Real Estate
• 1 - 100 Employee

• Data Exchange Coordinator

  • Oct 2004 - Mar 2012

  * Provide detailed information on obtaining a raw data feed through our Internet Data Exchange program.* First-level support for IDX programs via phone and email.* Assist customers and partners with proper DMQL2 query handling.* Promoted to Support Escalations Representative while continuing to perform the day-to-day tasks of the Data Exchange Coordinator

• Customer Support Representative

  • Oct 2003 - Oct 2004

  * Supported first-level for approximately 20,000 customers.* Provided step-by-step instructions, via phone, and e-mail on how to use our online web products and software.* Recognized as a top performer and promoted to Data Exchange Coordinator.



AboveNet

• United States
• Telecommunications
• 100 - 200 Employee

• Customer Service Advocate

  • Dec 2000 - Sep 2002

  * Answered large volume of phone calls and emails from current customers inquiring about network issues or problems with their equipment. * Opened trouble tickets regarding any issues customers may have with their equipment. * Executed escalation procedures to insure customer issues were handled in a timely manner. * Worked with trace routes, pinging IP addresses and other tools to troubleshoot IP address issues, utilized experience with in-house developed ticket system as well as Remedy.



eFax.com

• Menlo Park Ca

• Senior Technical Support

  • May 1999 - Nov 2000

  * Answered large volume of telephone and email response’s from customers helping them to configure their computers to work properly with company software. * Skilled in all phases of technical support on the fax machine brand Jetfax. * Exceeded all targets for call back time and email volume reduction utilizing experience with customer support software Kana. * Answered large volume of telephone and email response’s from customers helping them to configure their computers to work properly with company software. * Skilled in all phases of technical support on the fax machine brand Jetfax. * Exceeded all targets for call back time and email volume reduction utilizing experience with customer support software Kana.