Kim B.

- Guided customers through Dash Cam setup using Thinkware mobile apps, ensuring proper installation and connectivity across iOS and Android platforms. - Resolved technical inquiries by troubleshooting device issues, firmware updates, and feature configurations via phone, email, and live chat. - Verified and tracked customer orders using ShipStation, coordinating with logistics to resolve shipping delays and discrepancies. - Delivered product-specific guidance by explaining functionality and compatibility of various Thinkware Dash Cam models. - Documented customer interactions and solutions using Zendesk, maintaining detailed case histories for continuous support improvement. - Collaborated with internal teams to escalate unresolved technical issues, contributing to

- Delivered technical support for Sonos audio systems, resolving connectivity, software, and hardware issues across various platforms. - Assisted customers with initial setup and configuration of Sonos speakers via the Sonos App on iOS, Android, and desktop. - Guided users through advanced troubleshooting steps including network resets, firmware updates, and multi-room syncing. - Addressed general product inquiries by explaining compatibility, features, and integration with third-party services like Spotify and Alexa. - Logged customer interactions and resolutions using Salesforce CRM, maintaining accurate records for service continuity. - Collaborated with tier 2 support teams to escalate complex issues, ensuring timely follow-up and

- Delivered technical assistance for Google WiFi and Stadia users, resolving connectivity issues, latency problems, and account-related concerns. - Guided customers through the setup and installation of Google WiFi devices using the Google Home App, ensuring optimal mesh network performance. - Configured advanced network settings, including port forwarding, guest networks, and static IP assignments, tailored to customer needs. - Diagnosed and resolved wireless signal issues, firmware update failures, and device synchronization errors through structured troubleshooting. - Documented support interactions in Salesforce and internal CRM tools, maintaining accurate case records and ensuring smooth follow-ups. - Collaborated with internal escalation teams to

- Provided advanced technical support to AT&T U-verse business customers, addressing internet, phone, and email service issues. - Configured Static IP settings and assisted with complex router/firewall configurations to support secure business network environments. - Resolved email-related issues, including password resets, account access problems, and mail client configurations for desktop and mobile. - Utilized AT&T proprietary tools and CRM systems to manage service tickets, document case progress, and update customer account details. - Collaborated with Tier 3 technical teams to escalate unresolved network outages and service disruptions, ensuring timely resolution. - Maintained high customer satisfaction by delivering clear, professional support

- Delivered over-the-phone technical support for AT&T U-verse customers, resolving issues related to internet, TV, and phone services. - Walked customers through structured troubleshooting procedures for connectivity, hardware, and service performance issues. - Processed service upgrade requests and new feature activations using AT&T proprietary CRM and billing systems. - Explained billing charges, account statements, and service fees clearly to reduce confusion and improve customer satisfaction. - Logged support interactions and resolutions accurately in internal ticketing systems, ensuring consistency in follow-ups. - Collaborated with escalation teams when necessary to address unresolved service disruptions and billing discrepancies.