Jacob Taylor
New York, NY
  • Help desk services
  • Product and service expertise
  • Systems analysis
  • Analytical thinking
  • Microsoft Office proficiency
  • Software testing and training
  • Customer service
  • Written and verbal communication
  • Quality assurance
  • Conflict resolution
  • Problem solving
Technical Support Specialist Supervisor
BetaTech Industries

Oversee employee scheduling at call center to ensure there is always 100% phone coverage for a customer base of approximately 18,000 people
Ensure that employees have all the tools and training they need to address the wide variety of concerns posed by our massive customer base
Field customer calls and provide clear and helpful solutions to any problems, reaching a customer satisfaction rate of 96% among those surveyed
Maintained continual communication with management and support team to facilitate a payroll platform switch that led to a 43% increase in payroll processing efficiency
Technical Support Specialist
Software Solutions

Delivered specialized support for over a dozen customers each day covering a variety of issues from installation to configuration as well as troubleshooting computer and peripheral problems
Performed emergency repairs when necessary, leading to a customer satisfaction rate of 93% due in large part to short-notice rapid service
Provided call center support as part of a massive team of 50 employees addressing the concerns of a user base of over 15,000 people
Made detailed documentation of all IT inventory details when making or sending others to make repairs for the purpose of audit tracking
Bachelor's degree in computer science
University of Aeia
  • English
  • Spanish