Alice Robinson

Provided timely and effective chat support to SportsEngine Play subscribers, including organization administrators and end users. Supported live events, conducted proactive outreach to optimize customer usage, and managed escalations. Collaborated with peers to drive product improvements and maintained high KPI metrics for performance.

Maintained and supported all POS-related IT equipment, including servers, desktops, and cash registers. Troubleshot POS software, analyzed user requirements, and installed updates. Collaborated with IT teams to develop and modify systems to meet current and future customer needs.

Managed cloud computing services for IT infrastructure, voice & data connectivity, and productivity software. Served as the first point of contact for technical assistance, performing remote troubleshooting using diagnostic techniques. Directed unresolved issues to higher support levels and documented problems and resolutions in Autotask.

Communicated effectively with partners and customers regarding non-technical issues and customer service inquiries. Educated and assisted customers with licensing, RMA submissions, and order processes. Owned each customer case from creation to resolution, collaborating with technical support and leadership to improve processes.

Provided technical assistance to a 100+ member team across multiple systems and applications via virtual communication. Communicated with the team to identify root causes of problems and provide solutions, logging critical issues and downtime for leadership review. Reviewed income verification documentation for unemployment wage updates and determined eligibility for pension/retirement benefits.

Provided first-line support by answering incoming client and customer calls, troubleshooting software and hardware issues. Trained end-users on equipment and software, including Windows OS and Microsoft Office applications. Documented all cases in call-tracking software and utilized ServiceNow for daily ticket management.

Provided problem determination and resolution for technology issues primarily via telephone support, email, and instant messaging. Recorded pertinent information about all incidents and resolutions to ensure customer satisfaction. Assisted with special projects and routine team support activities to enhance customer relations.

Provided technical support for various product platforms including Alldata Aggregation, Salesforce, and Service Now. Assisted users with issues related to RXP Bill Pay and Boeringer-Ingelhiem systems. Utilized ticketing systems to manage and resolve product-related inquiries.

Responsible for overseeing upgrades and reconfigurations on all RF scanner guns, specifically MC9190 and MC92. Provided technical support for mobile devices, ensuring optimal performance and functionality. Managed device deployments and resolved related technical issues.

Resolved customer issues in a clear, courteous, and straightforward manner, including software installation and hardware repair. Assisted customers with the administration of their email services. Effectively managed a high volume of inbound and outbound customer calls.