Technical Support SAINT VENEZUELA, CA
Provided remote and on-site technical support to customers, resolving software problems, system errors, and hardware issues. Diagnosed and repaired customer computers on site and used remote access tools to troubleshoot software efficiently.
Handled approximately 15–20 support requests per day, maintained an average ticket resolution time of less than 45 minutes, and documented all customer interactions and solutions in the company ticketing system.
Resolved more than 500 technical support cases, achieved a 95% customer satisfaction rate, maintained an 80% first-call resolution rate, reduced average response time by 25%, and helped reduce on-site visits by 15% through effective remote troubleshooting. Developed a knowledge base for common issues to optimize the support process.
