Christopher Craddock

Experience

• 

  IBC Bank

  Apr 2005 - Jun 2006

  Account Services
• 

  Capital Group

  Jun 2006 - Oct 2008

  Customer Support
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  NewTek

  Jun 2009 - now

  Technical Support Engineer

  Active participant in the customer support center for network and security issues, handling phone and email queues to assist customers with technical issues on the product, inclusive of ability to troubleshoot, duplicate and create workaround to achieve high levels of customer satisfaction and success.Ability to manage hot customer escalations and drive issues to completion while keeping all involved parties in the loop. Ability to work with other organizations such as Sustaining and QA to convey customer concerns and requirements to be a champion for the customer in providing a timely problem resolutionLiaise with the Sales Engineering team as needed on answering their technical questions and needs.Serve as an expert level escalation point for customer support issuesAbility to analyze customer issues with deep understanding of all logs and data being gathered.Properly document and track all escalated technical issues, with precise reporting on drivers. Show less