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Keith Strickland

Keith Strickland

Resolution Specialist

Asurion

Russellville

Resolution Specialist at Asurion

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Asurion

Resolution Specialist

Assist in the development of unit training programs and guide Computer Help Desk Technicians through training in computers, computer accessories and hardware.

Provide feedback and coaching to team members on technical proficiencies in the performance of their duties and assist them, where possible in handling more difficult questions or issues.

Handle escalations from customers and service centers including all follow up-work associated with them

Identify and communicate potential system issues and service centers trends that may impede the smooth flow of service requests.

Make recommendations for improvements to Help Desk operations

Perform parts research, ordering and vendor interface ensuring best prices

Career medium 03
Career
Career medium 04

N.E.W. Customer Service Companies, Inc

Technical Care Representative

Provides technical assistance and education to customers via telephone, remote access applications and live chat on computer and peripheral related issues (i.e. basic anti-virus/spyware/grayware protection, basic application operation, wireless applications and data backup).

Troubleshoot via phone or live chat hardware, software and operating system problems/failures to identify hardware/software related failures.

Formulate and communicate resolutions for computer issues. This includes peripheral equipment such as, but not limited to, monitors, keyboards, and printers/all in-one multifunction.

Identify customer's behavior that puts their system at risk. Make suitable recommendations to prevent vulnerabilities and repeat customer contact. Arrange appropriate service for hardware failure through approved service outlets.

Assist in escalated matters from customers and service providers.

Make recommendations for improvements to Help Desk operations.

Career

N.E.W. Customer Service Companies, Inc

Program Specialist

Handles CSR escalations and all associated follow-up work. Ensures training and development of CSRs by assisting with customer troubleshooting issues.

Proactive in identifying trends and making recommendations for improvement in training and coaching.

Maintains a high level of technical proficiency with program processes and equipment.

Assists with the training and development of CSRs by mentoring and leading by example.

Provide feedback to team members in a constructive and positive way.

Completes follow-up work or research in a timely fashion.

Handles account management and client escalations as assigned.

Manages daily work processes and delegates responsibilities in the absence of the supervisor.

Monitors and processes team file folder issues.

Assists with special projects as requested

Career medium 01
Career
Career medium 06

N.E.W. Customer Service Companies, Inc

Customer Care Representative

Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and accurately.

Technical troubleshooting and gathering information from customers to identify root causes of customer problems and/or dissatisfaction.

Determining appropriate courses of action to ensure the result is a win-win and documents the interaction through contact tracking.

Providing accurate product information and serving as a knowledgeable resource for the customer.

Balance the needs of the end user customer while balancing the needs of the internal business requirements for productivity and performance.

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Arkansas Tech University

no, Electrical Engineering

Dover High School