Jennifer Julien

• Provide Tier 1 technical support for fiber internet, TV, and voice services

• Troubleshoot connectivity and device issues (routers, Wi-Fi, extenders, set-top boxes)

• Apply TCP/IP and networking knowledge to diagnose and resolve network issues

• Use diagnostic tools such as ping, traceroute, and remote support tools

• Manage and document tickets, ensuring accurate tracking, updates, and SLA compliance

• Escalate complex technical issues to higher-level support teams

• Educate customers on device setup and network performance optimization

• Provided account support and course placement for students while ensuring compliance with FERPA.
• Delivered professional customer service to students by addressing concerns and ensuring a positive support experience.
• Logged and tracked requests in IssueAware ticketing system.
• Resolved account-related issues and maintained accuracy.
• Remote

• Provided high-quality customer service to veterans, responding with empathy and accuracy.
• Delivered Tier 1 support for VA services and escalated cases to Tier 2.
• Used Salesforce CRM to document and manage service requests.
• Explained VA processes clearly to clients, ensuring understanding and satisfaction.
• Remote

• Assisted clients with health insurance enrollment and account troubleshooting.
• Reset passwords and resolved account issues via phone, email, and chat.
• Consistently delivered excellent customer service, achieving positive feedback from clients.
• Handled high call volumes while maintaining strong customer satisfaction.
• Remote

• Provided friendly and attentive customer service to members and guests, contributing to client retention.
• Scheduled appointments, managed client accounts, and processed payments using Meevo POS.
• Trained new staff on best practices for customer service and system use.
• Resolved front-line customer concerns quickly and professionally.