I delivered initial technical assistance to users through email and chat, successfully resolving more than 90% of issues during the first interaction. I executed troubleshooting and resolved hardware and software problems, consistently surpassing targeted resolution times. I also created and updated a detailed knowledge base containing frequently asked questions and solutions to enhance support efficiency. In collaboration with the IT team, I addressed recurring problems and implemented lasting solutions, leading to a 20% reduction in i----------- rates. Furthermore, I trained new tea-----------mbers in support protocols and technical troubleshooting methods, boosting overall team performance.
