Nathaniel Graham Jr.

Experience

• 

  Apple

  Jun 2016 - Dec 2019

  The essence of my duties in my contract at Kelly Services for the 2 iOS Technical Support Advisor position was to resolve of all problems presented. Primarily, Tier 2 Advisers (T2s) take over cases from Tier 1 Advisers. This is valuable because T2s can contact customers directly by phone or email until case resolution. T2s duties include but are not limited to the resolution of Apple software issues on: Windows machines, Macs, iPads, iPhones and Apple Watches. Apart from the simple fixes of: Button/Key combinations or iOS/OS reinstallations T2s provide expansive solutions. In the case of physical damage, T2s set up: Repairs and/or Replacements. In the instance of customer dissatisfaction, T2s offer: Goodwill Offerings or Customer Satisfaction Codes. If there is: an incredible outlier, a stubborn glitch, a known issue or a directive from Standard Operating Procedures T2s then submit a ticket to Engineering for instruction on issue resolution. Show less In my contract at Kelly Services for the Tier 1 iOS Technical Support Advisor I provide support and assistance to resolve customer technology problems through a series of trouble shooting activities in a virtual call center environment. Common solutions include resolving username and password problems, data sharing & synchronization, uninstalling/reinstalling basic software applications, verifying proper hardware and software configuration and set up, power cycling devices, navigating customers through application menus, and troubleshooting email issues on the iOS platform. Show less

  • Tier 2 Mac+ Technical Support Advisor

    May 2019 - Dec 2019

  • Tier 2 iOS Technical Support Advisor

    Dec 2018 - May 2019

  • Tier 1 Mac+ Technical Support Advisor

    Mar 2017 - Dec 2018

  • Tier 1 iOS Technical Support Advisor

    Jun 2016 - Mar 2017
• 

  OPIE Software

  Feb 2020 - Nov 2024

  Software Support Agent

  A blend of Customer Service, Technical Support with modest amounts of Medical/Billing knowledge are employed. “Swarming” is utilized on unfamiliar issues. For rare undocumented problems, new solutions are created in Right Answers. Screen sharing is done on: Macs, iPhones, iPads, Androids and PC systems via Bomgar. Cases are tracked in NetSuite on Dell Laptops with Windows 11 installed. All Hosted Facilities are housed on AWS servers. Customer resolutions range from password resets (in Active Directory) to SQL database issues. Show less