Luis Carlos Arias Solis

• Respond to all customer inquiries on telephone and email regarding their POS (Point of Sale) needs and functions, troubleshoot Receipt printers, Credit Card Readers and others, provide accurate service and exceptional customer technical support, communicating any system and process issues, and customer feedback trends to management

• Managed high levels of call flow and responded to different technical support needs
• Used ticketing systems to manage and process support actions and requests
• Assisted customers in identifying issues and explained solutions to restore service and functionality

• Troubleshooting and configuration of customer issues, Database fixes, creation of escalations for Development team.
• Investigated and resolved customer inquiries and complaints quickly

Systems Administrator for Retail IT

• Boosted team performance by developing customer service training materials and conducting service training.
• Handle Menu changes for several world-known brands.
• Trained new employees and delegated daily tasks and responsibilities.
• POS conversions from 3 different POS systems
• Setup checklist and action plans for agents to perform the conversions in a organized manner.

• Provided exceptional customer support through phone, email, and chat channels.
• Performed troubleshooting and diagnosis on malfunctioning equipment.
• Windows, POS and hardware troubleshooting
• Facilitated escalation processes to engineering team for timely resolution of issues.