Ilias Tsavdaridis

Legal Assistant, Freelance Translator, Freelance Writer, Construction Worker, Leaflet Distributor, Parking Keeper/Attendant, Rooms Division Manager

• Tier 1 Customer Service/Technical Support Advisor
• Provided high-quality customer technical support to accurately identify and resolve a wide range of hardware and software issues affecting Apple iOS es (i.e., iPhone, iPad and iPod touch).
• Used internal ticketing systems to manage, track and process actions taken on customer accounts, passwords and product support resolutions.
• Utilized diagnostic tools to identify and solve variety of technical issues.
• Offered excellent customer service by actively listening to customers' needs and empathically discussing solutions.
• Maintained outstanding level of empathy and broad technical expertise, assisting a wide spectrum of customers, adhering to confidentiality policies and maintaining accurate documentation, while being mindful of achieving time and goal-based metrics.
• Immediately determined customer support eligibility and offered appropriate fee-based or free solutions; when applicable, ensured extended warranty coverageoffered and sold.
• Proficient in multi-tasking and navigating within multiple computer screens and applications.
• iTunes, iCloud, Apple ID and iTunes Stores support for OS X and Windows platforms.
• Consistently updating skill-set with frequently-assigned self-guided training and assisting team leader in compiling and crafting virtual team meeting presentations and resources.
• Analyzed trends to document emerging issues.