Customer Service Engineer at Trend Micro

Dallas, Texas, United States

Trend Micro

Customer Service Engineer

- Priority case management for B2B client issues, utilizing thorough data analysis and collection of detailed documentation in a customer data management program •	Adapted and responded promptly to challenging problems, while under pressure from emotional callers requiring timely assistance•	Achieved high Net Promoter scores through delivering excellent client experiences and a passion to facilitate customer success•	Created internal and external product support articles, resulting in team knowledge growth and increased end user self-help•	Employed in-depth product knowledge and attention to detail, generating rapid issue resolutions•	Collaborated with engineering teams to develop software patches and hotfixes for discovered defects•	Accountability through a single point of contact for support services•	Utilized WebEx and conference calls for collaborative configuration, installation, and education•	Reproduced customers complicated issues in a lab environment•	Worked with a wide array of global customers from diverse industries

McAfee

Technical Support Engineer

- Professional account management and relationship building, increasing customer retention•	Applied exceptional communication skills, building improved rapport with clients•	Trained corporate customers on proper usage and troubleshooting of McAfee products•	Participated in after-hours support calls and site visits, decreasing client down time•	Collaborated with sales, deploying new products, provided stellar support, and increased revenue

Kurt Ray