Summary
Overview
Work History
Education
Skills
Timeline
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Anoivel Linus

Calgary,CA

Summary

Dedicated and results-oriented tech support professional with over 2 years of experience providing exceptional technical assistance to clients and users. Proven track record of delivering top-notch support, resolving complex issues, and enhancing overall customer satisfaction. Seeking to leverage my expertise and skills to contribute effectively to a dynamic tech support team.

Overview

9
9
years of professional experience

Work History

Technical Support Agent

Ecobee
09.2023 - 02.2024
  • Provided technical support and assistance via phone, email, or chat to users of Ecobee products and services
  • Diagnosed and resolved software and hardware issues,by using critical thinking and referencing Ecobee's extensive database, ensuring customer satisfaction
  • Collaborated with team members to improve support processes and enhance overall efficiency by sharing new discoveries and exchanging ideas to better approach customer issues
  • Used my strong verbal and written communication skills to communicate across various platforms in a friendly and de-escalating approach were necessary.
  • Effectively multi-task with various tools and systems to resolve customer inquiries
  • Searched for answers independently using available knowledge and resources
  • Actively listened to and documented all Smart Owner interactions during calls
  • Created detailed documentation of customer interactions and troubleshooting steps taken.
  • Assisted customers with Installing, configuring, testing, and troubleshooting their new devices
  • Provided RMAs to customers when necessary.
  • Evaluated user needs to recommend appropriate hardware solutions.
  • Diagnosed complex technical problems related to computer networks, systems and applications.
  • Worked remotely and independently, adhering to Ecobee's scheduling and performance metrics.

Senior Technical Support Specialist

Nordia Inc
01.2021 - 01.2023
  • Provided comprehensive technical support to a diverse customer base via phone, email, and chat, resolving 25 support inquiries daily
  • Diagnosed and troubleshooted software and hardware issues for desktops, laptops, and mobile devices, achieving a 90% first-call resolution rate
  • Collaborated with cross-functional teams to escalate and resolve complex technical issues efficiently
  • Developed and updated knowledge base articles, contributing to a more effective and streamlined support process
  • Received 10 commendations from satisfied customers for exceptional problem-solving and support.

Technical Support Agent

Nordia Inc
01.2015 - 04.2016
  • Assisted senior tech support specialists in diagnosing and resolving technical issues for clients, gaining hands-on experience in troubleshooting
  • Conducted hardware and software tests to identify root causes of problems and provided step-by-step instructions to clients for issue resolution
  • Contributed to the development of training materials and documentation for new support team members
  • Collaborated with the team to implement improvements to the ticketing system, resulting in a 45% reduction in response times.

Education

Diploma General Arts & Science -

Vancouver Island University
01.2020

Skills

  • Exceptional customer service skills
  • Strong written and verbal communication skills
  • Excellent organization and time management skills
  • Problem-solving and Critical Thinking
  • Time management and prioritization
  • Technical Troubleshooting, diagnosing, and troubleshooting
  • Adept at managing high call volumes
  • Skilled in multitasking, prioritization, and adapting to shifting priorities

Timeline

Technical Support Agent

Ecobee
09.2023 - 02.2024

Senior Technical Support Specialist

Nordia Inc
01.2021 - 01.2023

Technical Support Agent

Nordia Inc
01.2015 - 04.2016

Diploma General Arts & Science -

Vancouver Island University

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Anoivel Linus