Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative
TINTSWALO FELICIA BALOYI

TINTSWALO FELICIA BALOYI

CUSTOMER SUPPORT ENGINEER (L1)
Soshanguve,GP

Summary

Personable and knowledgeable IT support technician with over 5 years of experience assisting customers with hardware and software related issues. Proven track record of providing tier 2 technical support, successfully resolving 99.2% of issues without escalation to tier 3 support. Excited to leverage IT support experience and programming excellence in creating C#, Java, HTML/CSS, and JavaScript projects. Thrive in fast-paced, growth-oriented work environments.

Overview

6
6
years of professional experience
4
4
Languages

Work History

Customer Support Engineer (L1)

10.2022 - Current
  • Resolve level 1 system and network issues within SLA
  • Escalate level 2 system and network issues to relevant parties
  • Escalates calls to the relative parties
  • Confirms Call resolution with client before resolving of the call on the IT Service Management System
  • Retrieves calls emanating from the Business unit on NICE platform or other voice loggers where applicable
  • Investigates and reports on incidents relating to server, desktop and telephony queries and systems
  • Liaises with 3rd party vendors and 2nd line support to resolve escalations problems and queries

Support Engineer

03.2019 - 08.2022
  • Responding to queries via chat, email, or phone
  • Training other staff members on troubleshooting and diagnosing problems
  • Providing technical assistance for questions and problems
  • Resolving problems with networks and other computer systems
  • Diagnosing system errors and other issues
  • Following up with customers to ensure full resolution of issues
  • Requesting feedback and/or monitoring calls and other methods of correspondence to improve training methods
  • Running reports to analyze common complaints and problems
  • Installing or changing software to fix issues
  • Remotely accessing hardware or software for clients to make changes and fix problems

Education

DIPLOMA -

SOFTWARE DEVELOPMENT

Skills

Windows

undefined

Timeline

Customer Support Engineer (L1)

10.2022 - Current

Support Engineer

03.2019 - 08.2022

DIPLOMA -

SOFTWARE DEVELOPMENT

Similar Profiles

CREATE PROFILE
TINTSWALO FELICIA BALOYICUSTOMER SUPPORT ENGINEER (L1)