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Work Background
AloricaTechnical Support Specialist
Oct. 2020Sofia, Sofia City, BulgariaTroubleshoot, diagnose, and resolve complex issues utilizing various resources across a wide array of internet connected devices.Runs communication with German, Swiss and Austrian business andnon-business customers with PRO Support warranties for resolvingsoftware and hardware issues of diversity of DELL laptop and desktopunits.Provides full diagnostic of the technical issue through wide range oftechnical tests and analyses the behavior of the customer’s device.Provides technical solutions in a timely manner. Informs customerabout the ETA for the spare parts, in case they are having a logisticdelay.Creates a positive professional atmosphere between the Tech Supportteam and all the customers.Performs creating cases in SFDC (Salesforce) and DELTA for all thecustomers with hardware and software issue. Revises and analyses spare part replacementpossibilities and informs customers accordingly.Works on daily basis with Oracle Knowledge base (OKB), PRM,Turbotech, Service Tag Lookup and SPMD for the full productspecifications and spare parts instance.Performs DRA live sessions with the customer in cases the issue ismore complex in order to understand the issue better and resolve it.Navigates customer into BIOS and EPSA diagnostic tool. PerformLCD-BIST, M-BIST tests and provides customers with different hot keycombinations.Provides the team leader and the company managers with a daily report of my work.Has knowledge on the hardware of the products (motherboard,daughterboard, battery, CMOS battery, WWAN card, HDD/SSD,heatsink and GPU, chassis, camera, USB, HDMI, USB-C, DC-IN portsand docking.
PokerStarsCustomer Support Representative
May. 2020 - Oct. 2020Sofia, Sofia City, BulgariaGroup ambassador, liaising directly with the players via email and live chat to answer their questions, resolve their queries; always providing fast, accurate, thorough and friendly responses. Strived to ensure the players experience is a positive one, and finally be on top of my game, when having to inform players of any upcoming promotions.
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