Ethan Allen
Customer Experience Representative
226 Munroe St, West Lorne, ON, N0L2P0
Summary
Professional Technical Support & Customer Service specialist with 6+ years of experience at TekSavvy Solutions Inc. Expert at blending deep network diagnostics and hardware provisioning with a patient, detail oriented service approach. Proven track record of resolving complex WAN/LAN connectivity issues and managing vendor escalations while providing clear, accessible guidance to users. Eager to leverage this dual focus on technical excellence and customer empathy to help Trackunit eliminate downtime for global construction fleets.
Experience
-Delivered high quality customer support via phone, email, and live chat, resolving billing, technical, and account inquiries while consistently meeting SLA response and resolution targets. -Hardware Provisioning & Configuration: Remotely configured and optimized modems and routers, managing firmware updates and hardware resets to minimize user downtime. -User Education: Translated complex technical networking concepts into simple, actionable instructions for non-technical customers, enhancing the overall user experience. -Incident & Vendor Management: Managed the full lifecycle of technical tickets, including detailed documentation and strategic escalations to third-party vendors and Tier 2 engineering teams for complex infrastructure repairs.