TECHNICAL SUPPORT REPRESENTATIVE, SALES CLERK, CASHIER / FRONT COUNTER

I've worked as a Technical Support Representative under Comcast account and I handled TV, phone and iternet. I have handled customers issue calmy while attending their problems. Being a technical support is not an easy job. Calls we receive are usually customers who are agitated because their is a problem with the service that they had with us. So we have to pacify them and continue with the call and make them do the basic trouble shooting like reseting their modem. and if it didn't work, we have to explain to them about the importance of sending an electrician. While doing the basic trouble shooting, we also need to make a lead, which makes it more coplicated, because customers who calls us are mostly not happy with the service, and yet we have to offer them an upgrade. Thankfully, I was able to close a lead most of the time. I always get a high VOC or 100% in Voice of the Customer. My friendly voice probably help me. But my technique there,  is me, understanting their frustration, letting them vent for a while and then make them understand why it happened, how we can fix it and what will be the flow in the call. Setting expectation. And that is how I will ask them to cooperate. Mostly, customers loved it knowing what will happen. They feel that you know what you're doing and that they could trust you to fix the issue. It is not an easy job but I definetly enjoy the job, especially when they are very mad at the start of the call , but will call you an angel before the call ended. Very Satisfying.