Matthew Mcclelland

Customer Service Skills:

• Active Listening: Listening carefully to customers' needs and concerns to ensure accurate understanding and resolution
• Empathy: Understanding and addressing customer emotions, especially in stressful situations, to foster a positive experience
• Effective Communication: Clearly conveying information to customers, both verbally and in writing, ensuring they understand the solutions being provided
• De-escalation: Managing tense situations and calming upset customers by providing solutions with professionalism and patience
• Time Management: Efficiently handling multiple inquiries or issues without sacrificing the quality of service
• Complaint Resolution: Turning negative experiences into positive ones by resolving complaints quickly and effectively
• Customer Retention: Providing exceptional service that encourages repeat business and fosters brand loyalty

Technical & IT Support Skills:

• Technical Troubleshooting: Diagnosing and resolving hardware, software, or connectivity issues, providing clear, step-by-step assistance to customers
• Remote Support: Proficient in providing support remotely using tools like TeamViewer, Zoom, or other remote desktop services to troubleshoot issues
• System Navigation: Comfortable navigating and assisting customers with common operating systems (Windows, macOS, Linux) and various applications
• Cloud Services: Knowledge of supporting and troubleshooting cloud-based services such as Microsoft 365, Google Workspace, and file sharing services like Dropbox
• Networking & Internet Connectivity: Understanding of Wi-Fi and network-related issues (eg, DNS, TCP/IP) and assisting customers with connectivity problems
• Cybersecurity: Knowledge of common cybersecurity threats (viruses, malware) and helping customers ensure their systems are secure
• Software Support: Assisting with the installation, configuration, and troubleshooting of common software programs and applications

• Hardware Support: Diagnosing and providing solutions to issues with physical devices, including printers, computers, and peripherals
• Database Management: Basic understanding of database systems and troubleshooting common database-related issues

Soft Skills:

• Problem-Solving: Strong analytical skills to identify root causes and develop creative solutions for both technical and non-technical issues
• Adaptability: Ability to quickly adjust to new systems, processes, or customer needs, and handle changing workloads or situations effectively
• Attention to Detail: Ensuring accuracy in every interaction, whether it's entering customer information or resolving technical issues
• Patience: Remaining calm and composed, especially when handling frustrated customers or challenging issues, while providing solutions
• Multitasking: Managing multiple tasks or customer interactions simultaneously, without compromising quality or customer experience
• Team Collaboration: Collaborating effectively with colleagues or teams to share information, resolve complex problems, or assist customers more efficiently
• Product Knowledge: Continuously learning about company products, services, and processes to offer more informed and accurate solutions
• Conflict Resolution: Effectively resolving conflicts or misunderstandings with customers in a way that maintains a positive relationship with the company

Additional Key Skills:

• CRM Software: Experience with customer relationship management tools (Salesforce, Zendesk, HubSpot) to track and manage customer interactions
• Sales & Upselling: Ability to identify upsell or cross-sell opportunities in both technical and non-technical environments to enhance the customer experience
• Phone Etiquette: Maintaining a professional and friendly tone, especially in phone-based customer interactions
• Data Entry & Reporting: Accurate data entry for support tickets, issue tracking, and generating reports for follow-up or analysis