Robert Goss
London,ONT
Summary
To obtain long-term employment where I may utilize my skills, knowledge and experience. High-performing Technical Support Representative skilled in understanding, identifying and resolving technical issues. Consistently exceeds performance and quality targets and delights customers with exceptional service skills. I am trained in remote troubleshooting.
Overview
16
16
years of professional experience
Work History
Live Chat Agent
Xenonpro
03.2021 - 08.2023
- Resolved customer complaints by identifying problems, suggesting solutions and implementing corrective action.
- Assisted customers with order placement, product returns and order tracking.
- Monitored customer conversations and provided timely, knowledgeable assistance.
- Worked closely with each customer to carefully resolve issues within timely fashion.
Auto Glass Installer
Novus Glass
04.2019 - 06.2020
- Removed and installed Various autoglass windshields, repaired stone chips
- Replaced safety glass and related components such as heating elements installed on vehicles and equipment
- Completed work by replacing moldings, clips, and wipers removed during repairs.
Auto Glass Technician
Speedy Glass
07.2017 - 04.2019
- Replaced windshields and windows in vans, trucks and cars.
- Kept work areas organized, clean and free of hazards.
- Applied primer, installed glass and monitored curing.
- Accepted and processed payments for services.
Outbound Business Specialist & Technical Support
E workplace
02.2014 - 09.2017
- Created personal and memorable experience for every customer needing help with diverse technical issues
- Served customers with fast responses to telephone calls, emails, and web chat support requests
- Upheld company's reputation for service excellence by maintaining strict professionalism standards and minimizing errors in support processes.
IT Help Desk/Technical Support Rep
ACANAC Inc
03.2011 - 02.2014
- Working from Home
- Inbound support to troubleshoot internet connectivity issues
- Guided users through step-by-step solutions following pre-determined scripts and technical troubleshooting procedures.
Phone Technician, TV Technician, Alarm Technician
BTS
01.2008 - 01.2012
- Installation & repair of phone, cable, internet and alarm system
- Tested power supply capability and communication links to verify optimum performance
- Tested equipment following installation or repair, verifying functionality and adherence to specifications
- Tested circuits and components to troubleshoot telecommunications equipment
- Explained equipment features and uses, demonstrating operation for customers to illustrate benefits.
Education
Niagara college welland
Skills
- Product troubleshooting
- Information protection
- Appointment scheduling
- Call management
- System optimization
- User support
- Time management
- Scheduling
- Task prioritization
Languages
English
Full Professional
Timeline
Live Chat Agent
Xenonpro
03.2021 - 08.2023
Auto Glass Installer
Novus Glass
04.2019 - 06.2020
Auto Glass Technician
Speedy Glass
07.2017 - 04.2019
Outbound Business Specialist & Technical Support
E workplace
02.2014 - 09.2017
IT Help Desk/Technical Support Rep
ACANAC Inc
03.2011 - 02.2014
Phone Technician, TV Technician, Alarm Technician
BTS
01.2008 - 01.2012
Niagara college welland
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