Ofa Mataele
New Lynn,AUCKLAND
Summary
Friendly Technical Support Representative keen to help customers maximize product impact and usability. Amiably replies to all customer queries and consistently resolves client issues. Committed to improving user satisfaction numbers and supporting return patronage across all supported products.
Overview
16
16
years of professional experience
Work History
TECH SUPPORT COORDINATOR
ACR POS SYSTEMS
01.2022 - Current
- Organise and schedule technician call outs and new system installs
- Advise management for team of technicians
- Create instructions for hardware installation sequences
- Design training user guides for SwiftPOS software
- Perform onsite eftpos/POS installations
- Provide technical support for eftpos hardware and SwiftPOS software
- Troubleshoot and execute repairs
- Organise training on the use of SwiftPOS software
- Install and configure eftpos hardware equipment
- Review and develop processes for tech support team for efficient flow of the workplace
- Coordinated support operations for SwiftPOS point-of-sale system across multiple client locations.
- Managed customer inquiries via phone and email for technical assistance.
- Documented technical issues and solutions in the Ranger CRM database.
- Assisted in developing training materials for end-users on system features.
- Monitored service tickets to ensure timely resolution of customer issues.
- Provided feedback to management on recurring technical challenges faced by clients.
- Resolved escalated customer inquiries in a timely manner.
- Troubleshoot connectivity issues.
- Served as first point of contact for incoming technical service calls and emails.
- Developed and maintained strong relations with customers to meet quality expectations.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Provided technical support and troubleshooting services to end-users experiencing hardware and software issues.
ADMINISTRATOR
ACR POS SYSTEMS
01.2018 - 01.2022
- Diary and meeting management
- Data Entry and Email correspondence
- Invoicing and Accounts Payables
- Ranger CRM Database Management
- Manage company stock/inventory and company supplies
- Handle event coordination both internally and externally
- Provide advice, information and assistance to callers
- Inward and outward goods management
- Document contracts and ensure organised record keeping
- Excellent computer skills and Microsoft office savvy
- Managed daily administrative tasks to support efficient operations at ACR POS Systems.
- Organized training sessions for staff on system usage and operational protocols.
- Monitored emails, sorted mail and distributed correspondence accordingly.
- Performed data entry tasks into computer databases from paper documents.
- Answered incoming calls and responded to customer inquiries.
- Processed invoices for timely payment and record-keeping.
CALL CENTRE CSR
SKY NETWORK TELEVISION
01.2014 - 01.2017
- Provided exceptional customer service through effective communication and problem-solving skills.
- Assisted customers with service inquiries and technical support for television products.
- Resolved escalated issues by collaborating with technical teams and management.
- Maintained up-to-date knowledge of SKY Network services and promotions for customer assistance.
- Managed high call volumes while maintaining professionalism and efficiency under pressure.
- Gathered customer feedback to improve service quality and enhance the overall experience.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Resolved customer issues in a timely manner.
- Updated existing customer information as needed in company databases.
ADMINISTRATOR
FONEBIZ AUSTRALIA
01.2010 - 01.2012
- Product packaging and handling
- Process orders, forms and applications
- Managed front desk operations and greeted visitors with professionalism.
- Prepared documents and presentations using office software tools efficiently.
Education
New Zealand Certificate in Personal Financial Capability - Level 3
Skills
- Technical support
- Hardware configuration
- Eftpos troubleshooting
- Process improvement
- Customer relationship management
- Call center operations
- Problem solving
- Effective communication
- Time management
- Operating systems
- Ticketing systems
- Windows 10
- Clerical support
- Attention to detail
- Good Telephone Etiquette
- Excellent communication
- Remote office availability
- Team coordination
References
To be made available upon request
Timeline
TECH SUPPORT COORDINATOR
ACR POS SYSTEMS
01.2022 - Current
ADMINISTRATOR
ACR POS SYSTEMS
01.2018 - 01.2022
CALL CENTRE CSR
SKY NETWORK TELEVISION
01.2014 - 01.2017
ADMINISTRATOR
FONEBIZ AUSTRALIA
01.2010 - 01.2012