Nick Sandore
Technical Support Specialist at Cangrade- Claim this Profile
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Bio
Credentials
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Apple Certified Technician - ACiT
AppleSep, 2019- Oct, 2024
Experience
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Cangrade
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United States
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Technology, Information and Internet
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1 - 100 Employee
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Technical Support Specialist
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Aug 2023 - Present
• Serve as the primary contact for customer technical inquiries, troubleshooting and resolving issues related to our talent assessment platform. • Partner with cross-functional teams to identify and resolve technical problems and provide insights gathered from customer interactions to contribute to product improvement. • Track customer interactions, technical issues, and resolutions in our CRM system. • Proactively communicate with customers to provide updates on reported issues, escalate unresolved problems to appropriate teams, and ensure timely resolution. • Assist customers with product onboarding, user training, and configuration setup. • Contribute to the creation and maintenance of knowledge base articles, FAQs, and other resources to enable customers to self-serve. • Stay up to date with Cangrade's products, features, and industry trends to provide informed assistance to customers. • Work with the Customer Success team to identify opportunities for upselling and expansion of Cangrade's products and services. • Participate in the testing of new internal and external features. Show less
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Geek Squad
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IT Services and IT Consulting
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700 & Above Employee
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Geek Squad Manager
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Mar 2022 - Present
• Lead a team of Agents to provide excellent customer service and technical assistance to clients.• Develop and implement strategies to optimize the "accuracy and speed" of our team, including scheduling, training, and performance management.• Facilitate effective sales strategies to drive revenue growth while prioritizing the best possible solutions for clients through relationship building.• Manage and maintain a schedule of appointments, ensuring timely and effective delivery of services to clients throughout the day.• Support both Consultation and Repair Agents in the execution of Geek Squad procedures and responsibilities.• Deliver in-the-moment coachings to Agents/Sales Advisors/Leaders, enabling them to set accurate expectations for clients regarding Geek Squad procedures and processes when scheduling installations or repairs.• Provide effective onboarding and training to new Geek Squad managers, facilitating their understanding of job responsibilities and best practices related to managing a successful and efficient Precinct. Show less
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Advanced Repair Agent - Apple Pro
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Oct 2021 - Mar 2022
• Manage and supervise Apple device repairs and inventory operations, ensuring smooth and efficient service delivery while upholding quality standards and meeting client needs.• Provide comprehensive training to team members on Apple processes and repair protocols, enabling them to effectively and efficiently assist clients.
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Advanced Repair Agent
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Jul 2021 - Oct 2021
• Diagnose and troubleshoot technical issues with electronic devices and computer systems.• Perform repairs and maintenance services on devices and systems, including hardware and software installations, upgrades, and replacements.• Keep detailed records of repair activities, including notes on client interactions and repair solutions, to support efficient and effective service delivery.• Communicate repair options and recommendations to clients in a clear, concise, and professional manner to help them make informed decisions about repair services.• Provide exceptional customer service by demonstrating a strong understanding of client needs, providing accurate information, and resolving any issues or concerns in a timely and effective manner.• Maintain a clean, organized, and safe work environment to ensure the safety and well-being of clients and team members.• Work collaboratively with other team members and departments to ensure seamless and integrated service delivery to clients. Show less
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Consultation Agent - Apple Pro
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Jul 2019 - Jul 2021
• Manage and supervise Apple device repairs and inventory operations, ensuring smooth and efficient service delivery while upholding quality standards and meeting client needs.• Provide comprehensive training to team members on Apple processes and repair protocols, enabling them to effectively and efficiently assist clients.
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Consultation Agent
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Feb 2019 - Jul 2019
• Deliver exceptional customer service by providing expert technical knowledge and support to clients with technology-related issues.• Educate and instruct clients on the use of technology through multiple learning styles.• Identifying and resolving complex technical issues.• Manage and maintain a schedule of appointments, ensuring timely and effective delivery of services to clients throughout the day.
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Education
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2019 - 2024
Southern Connecticut State University
Bachelor's degree, Computer Science
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