Responsible for the timely, accurate dispatch of work orders to the most appropriate Affiliate based on expertise, experience, cost, reponsiveness, location and capacity.Called customers to triage and diagnose specific concerns using trade and equipment specific understanding aided by standard checklist and job guides.Documented calls and updated work orders within internal service systems and external customer portals as necessary.Employed cost control measures to maximize gross profit potential. Established and maintained strong Affiliate relationships and open lines of communication

● Provide a safe and timely arrival for our Field Technicians in the field to service our customers and problem solved critical technical issues with customer facing Field Technicians in the field.● Supported internet/phone/video service and repair request for all California Small Business accounts setting up trouble tickets using CSG databases and Remedy Ticketing System.● Provided internet/phone/video change of service upgrade and downgrade of service.● Retained customers● Utilize the billing system and other related software to build, modify and schedule or reschedule work orders to resolve customer escalations and if necessary, issue credits when applicable.● Troubleshoot with customers to resolve internet/phone/video related issues to save unnecessary service calls.● Owned end to end response to escalated problems including ticket processing documentation and customer contact.

● Provided remote technical support of customer base through phone and online support.● Duplicated customer problems in a lab environment sustaining software and hardware integrity.● Followed up on resolutions that included changes and enhancement to product software sustaining customer satisfaction.● Contributed support documentation to knowledge base, resulting in effective Web Online Support for customers, minimizing customer call volume and improving cost efficiency.