Technical Support Specialist (RingCentral Account)

Jun 2023 - Present

Deliver omnichannel support via Phone, Web, Chat within RingCentral App and RingCx, maintaining high first-contact resolution for enterprise issues. Troubleshoot infrastructure bottlenecks including SIP signaling, VoIP latency, firewall configurations, and routing. Manage provisioning, firmware upgrades, and hardware deployment for Polycom, Yealink, Logitech.

T1 Technical Support (Logitech Account)

Nov 2020 - May 2023

Provided high-tier technical assistance via Microsoft Outlook, Gmail, and live chat, managing multiple sessions with high customer satisfaction. Diagnosed hardware connectivity, driver installation, and peripheral synchronization issues. Conducted video troubleshooting via Zoom and Teams. Isolated software bugs and network constraints to optimize hardware performance.

Account Associate (Verizon Home Account)

Dec 2019 - Nov 2020

Provided frontline technical support for residential internet and VoIP setups, reducing connection drops. Facilitated account upgrades, service migrations, and billing dispute resolutions to improve customer retention. Conducted root-cause analysis on product complaints to implement long-term technical fixes.

Account Associate

Jan 2019 - Jun 2019

Maintained data integrity and security compliance by recording and verifying sensitive subscriber information. Managed high-risk account cancellations using strategic service upgrades to retain revenue. Processed and tracked hardware and service orders from customers, distributors, and field agents.

Account Associate (AT&T U-verse Account)

May 2015 - Jan 2017

Configured and provisioned integrated voice, video, and data infrastructure for new residential subscribers. Conducted technical consultations to recommend service add-ons, optimizing client communication setups.