IT Support Specialist
Permanent Full-time
Feb 2019- Present
Toronto ON
Canada
Assisted over 100 customers that include Mayo from healthcare, the University of Toronto from Education, Fat Bastard from Restaurants and several other Enterprise from Compass group with technical issues related to their POS systems, including hardware faults, software-related matters and network-related issues, resulting in a 90% satisfaction rate.
Provided virtual and in-person training to several employees and customers on the use of POS systems, leading to a 20% increase in efficiency.
Set up and customized reports for over 100 customers, improving their ability to track sales, inventory and user management by at least 10%.
Responded to over 1000 customer service inquiries via email, chat and phone, resulting in a resolution rate of 85%.
Gathered requirements from over 100 customers on improving existing POS solutions and Implemented updates, leading to an average increase of 10% in sales.
Skills
Reporting & Analysis · Computer Hardware Troubleshooting · Software as a Service (SaaS) · Software Installation · Customer Relationship Management (CRM) · Customer Experience · Troubleshooting · SQL