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Technical Support Agent / SME
Technical Support Agent at Concentrix's McAfee campaign who resolved antivirus issues and achieved 96% CSAT.
NicaraguaTechnical Support Agent / SME at Concentrix
Provided antivirus and software technical support via chat and calls, achieving 96% CSAT and meeting AHT, QA, and schedule adherence targets. Promoted to Subject Matter Expert, handling escalations and supporting agents prior to tier 2 transfer.
SalesforceScreen.MeClaude AIChatGptMicrosoft 365Technical SupportCustomer SupportCase ManagementRemote troubleshootingConfidential Information Handling
Handled B2B calls and emails supporting cloud and software tools for business clients. Managed case documentation and client records using Clio CRM, ensuring accuracy and completeness.
ClioCRMB2B Customer SupportCase ManagementData EntryDocumentation
Pursuing a degree in Marketing at American College, ongoing since 2023.
Pursuing a degree in Marketing at American College, ongoing since 2023.