Tier 1 Tech Support – Verizon Wireless

Provided technical assistance to customers via phone, addressing a wide range of concerns such as connectivity, software misconfigurations, and hardware malfunctions on iOS, Android, and Windows devices
Collaborated with other teams and submitted escalation tickets when necessary to resolve complex issues such as network outages or service misallocation
Maintained accurate records of customer interactions, solutions applied, and outcomes achieved using internal tracking system and account remark functions
Delivered exceptional customer service by using established troubleshooting steps and reviewing knowledge bases and device emulators to provide technical guidance to non-technical individuals and achieve desired outcome