Nikita Curran

Experience

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  HCL Technologies

  Dec 2016 - now

  Trechnical support officer

  • Handled Business and Residential customer’s technical queries directly, ensuring a prompt and efficient response to all queries, in accordance with company procedures whilst using various systems (approx. twelve systems daily) to carry out all procedures.• Tracked and took ownership of all outstanding queries to ensure follow through in all cases.• Maintained an up-to-date level of service, systems and procedural knowledge.• Maintained on-going communication with other departments within the organization to ensure Customer Care is consistently kept informed of any updates/issues.• Ensured two-way communication by keeping the other groups informed on customer issues to maintain target levels and meet KPI.• Helped maintain a good team as I was awarded senior team agent working environment through assisting fellow team members, particularly in relation to technical matters.• Any additional tasks as the role evolved.• Follow up on cases and organise call backs to ensure outstanding issues come to a close.• Was entrusted to coaching and teaching new hires in Dublin due to being highly approachable.• Lease with Open Eir on outstanding fault reports and stuck orders.• GDPR Certified 2018.• Other systems thought in work and educational environment Show less

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  Virgin Media

  Nov 2021 - now

  Technical Support Specialist