Michael Kulas
Client Support Representative Tier 2 at Modern Hire- Claim this Profile
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English -
Topline Score
Bio
Credentials
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Preventing Discrimination and Harassment: US Employee
TraliantJul, 2023- Nov, 2024 -
Agile Testing
LinkedInApr, 2023- Nov, 2024
Experience
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Modern Hire - a HireVue Company
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United States
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Software Development
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1 - 100 Employee
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Client Support Representative Tier 2
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Jul 2018 - Present
Provide service to clients and clients’ candidates who are experiencing computer related software issues with the Modern Hire application prior to and/or during the Modern Hire Interview. • Answer phone calls, live chat, and email to resolve application functionality, performance, and availability problems that could be related to the Modern Hire Software or user error. • Monitor email, voicemail, and chat queues. • Isolate the problem and provide steps to resolve current issue. • Conduct concierge interviews for clients and candidates. • Escalate unresolved tickets to proper escalation queue or work directly with team member in timely matter. • Fill webcam order for clients requesting to have them sent to themselves or candidate. • Use Data Dog, Tokbox, and Twilio to pull logs when looking into integration errors or live interview connection issues. • Run SQL reports as a backup person when primary reporting team member is out of the office. • Filled a critical need to assist resident DBA with Reporting (created and ran custom SQL queries.) • Stay informed on new changes made to the Modern Hire Application. • Worked on a project between support and QA performing weekly testing prior to releases. • Answered questions for our tier 1 and 2 team and collaborated or help troubleshoot an issue. Show less
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TEKsystems
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United States
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IT Services and IT Consulting
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700 & Above Employee
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Technical Support Analyst
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Aug 2017 - Oct 2017
TEKsystems Technical Support Analyst Provided first level support to health care providers throughout the country assessing their software and hardware problems. • Provided support and problem resolution for clients. • Informed clients on the turnaround of escalated tickets. • Reset user passwords in Active Directory. • Clear hung Citrix sessions. • Used Screen Connect to remote into users’ desktops and laptops. • Troubleshoot hardware problems. • Worked in Service Now ticketing system. Show less
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UScellular
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United States
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Telecommunications
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700 & Above Employee
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Customer Service Associate
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Apr 2013 - Mar 2017
Technical Support Associate Provide quality customer service via phone while investigating and resolving wireless data device and network problems for customers. • Work with TOPS, Putty- Switch login, and Remedy ticking system. • Applying tools and technology to troubleshoot customer’s known issues and having the customer engaged in the troubleshooting process to find a solution. • Performing various troubleshooting with tools and resources, knowledgeable with technical tools. • Supporting peer queues when backup is needed and includes Help Queue Offline/Online, Customer Service, and Prepaid. TOPS Escalation Queue (TEQ)/ Help Queue Offline Associate Serve as an offline analyst in the receiving and review of TEQ tickets to determine and resolve issues with customer accounts. • Acted as a temporary new hire mentor in providing assistance, guidance and support to new hires on the floor while taking customer calls; provide status updates through the follow-up with customers. • Worked with multiple internal departments and 3rd party vendors daily. • Process customer requests and resolved issues, this followed the first call resolution philosophy and following up with customers and addressed each issue with an urgency. • Calling back the customer with resolution or next steps on issue at hand via phone, email, and sms. Customer Service Associate Provide quality customer service via phone in account maintenance, billing, problem resolution, and service modification. Present cutting-edge support, communications and services customers; identify and resolve any needs or concerns. • Handle billing questions, process payments, make payment arrangements and balance accounts. • Provide technical and networking support for phone configurations and troubleshooting. • Perform first tier phone troubleshooting; perform phone swapping through Citrix system. Show less
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PepsiCo
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United States
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Food and Beverage Services
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700 & Above Employee
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Warehouse Ops
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Jan 2010 - Apr 2013
Implemented the picking, staging and loading of product orders via a voice unit for next day delivery. Conducted weekly inventory at each location using hand-held scanners. • Served as safety committee assistant to safety lead; organized and designated equipment to various locations. Implemented the picking, staging and loading of product orders via a voice unit for next day delivery. Conducted weekly inventory at each location using hand-held scanners. • Served as safety committee assistant to safety lead; organized and designated equipment to various locations.
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PC Support/Internship
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Jan 2011 - May 2011
Performed the troubleshooting and resolution of hardware, software and user related issues utilizing Glipi ticketing system. • Re-imaged Dell machines using images over the network; replaced faulty hardware in machines. • Installed wireless network cards in lab to make it completely wireless; consisted of 120 desktops and 50-100 laptops. Performed the troubleshooting and resolution of hardware, software and user related issues utilizing Glipi ticketing system. • Re-imaged Dell machines using images over the network; replaced faulty hardware in machines. • Installed wireless network cards in lab to make it completely wireless; consisted of 120 desktops and 50-100 laptops.
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Education
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2008 - 2011
Waukesha County Technical College
Associate's degree, Network Specialists -
2012 - 2018
University of Wisconsin Milwaukee
Bachelor's Degree, Information Technology
Community
