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JessAustin has not earned any certificates yet.
Work Experience
Application Support Specialist
Directv• March 2022 - Present
Technical Team Lead
Charter Communications• November 2018 - March 2022
• Provided additional support for call center representatives needing assistance on calls with customers through a Skype chat. • Created and presented refresher training for agents. • Worked with supervisors to provide feedback about agent calls and chats. • Staffed the Supervisor support phone line to take escalation calls from customers. • Monitored, worked, and escalated tickets for ongoing issues.
Rep 2, Technical Support (Complex Coax Support Team)
Charter Communications• June 2017 - November 2018
● Provided support for phone, internet, cable, and value added services for National accounts. ● Assisted with call overflow from the small and medium business queue. ● Provided support for wireless hospitality guests, and businesses with wifi hotspots.
Rep 1, Technical Support, Spectrum Business Repair
Charter Communications• March 2017 - June 2017
● Provided support for phone, internet, cable, and email services for small and medium size businesses. ● Created escalation tickets for ongoing issues. ● Provided education on how to best use our products and for proactive troubleshooting.
Tier 3 Technical Support Representative
Charter Communications• August 2014 - March 2017
● Provided support for phone and internet services on residential customer accounts. ● Created escalation tickets for ongoing issues. ● Troubleshoot products and services and provide education on how to use them. ● Educated customers on how to be proactive in troubleshooting common issues such as wireless connectivity.
Network Operations Engineer
Yahoo!• December 2011 - November 2013
● Monitored the performance of internal systems and company properties. ● Coordinated with internal and external customers to triage outages. ● Maintained documentation on fixes, escalations, and contact information for other teams. ● Monitored the YNOC Instant Messenger account for reports from internal or external customers. ● Tested new monitoring software for use on Mail and Messenger alerts
Global Service Desk Technician
Yahoo!• April 2010 - December 2011
● Completed daily assignments of service request tickets. ● Assisted Yahoo employees with computer questions and escalations. ● Responsible for virus scan tickets and employee computer cleanups.
Education
State University of New York College at Oneonta
Computer Science, BS• August 2005 - August 2009