Summary
Overview
Work History
Education
Skills
Interests
Timeline
Hi, I’m

Nigel Smith

Birmingham,West Midlands
Nigel Smith

Summary

Detail-oriented Customer Support Advisor skilled in resolving technical account and software issues across multiple communication channels. Expertise in CRM systems, case management, and troubleshooting tools enhances customer satisfaction. Strong communication and listening skills facilitate effective conflict resolution and problem navigation.

Overview

7
years of professional experience

Work History

Concentrix
Birmingham

Customer Support / Technical Advisor
02.2021 - 07.2026

Job overview

  • Handled technical and account-related issues, providing effective QuickBooks Online troubleshooting.
  • Resolved customer inquiries across phone, chat, and digital channels, enhancing customer experience.
  • Guided customers through step-by-step solutions with clarity and empathy.
  • Addressed customer concerns professionally, contributing to improved satisfaction levels.
  • Documented cases accurately and followed escalation procedures.

Interserve
Birmingham

Support Desk Analyst
06.2020 - 12.2020

Job overview

  • Utilised Excel for efficient data extraction, reporting, and presentation.
  • Collaborated with departments to create actionable reports that informed decision-making.
  • Provided analytic insights to support team projects.
  • Analysed complex data sets to enhance operational decision-making.

Midlands Telco Consultants Ltd
Birmingham

1st Line Support
11.2019 - 01.2020

Job overview

  • Resolved technical and billing inquiries, enhancing customer satisfaction for business customers.
  • Installed Yealink phones and broadband equipment, ensuring seamless communication for users.
  • Supported second-line teams in streamlining IT processes, improving response times and service efficiency.

Lifeways Group
West Bromwich

IT Service Desk Analyst
06.2019 - 09.2019

Job overview

  • Delivered remote support to enhance user experience across multiple UK locations.
  • Documented service desk queries to ensure efficient tracking and resolution.
  • Assisted with software rollouts to streamline operational processes.

Midlands Telco
Birmingham

IT Support Technician
04.2019 - 06.2019

Job overview

  • Provided desktop support for Windows operating systems, resolving issues to enhance user experience.
  • Managed Active Directory tasks.
  • Assisted with Windows Server administration, ensuring system stability and user access.
  • Supported Office 365 installation and user onboarding.
  • Supported Exchange Server operations and maintenance, facilitating seamless communication for users.
  • Configured TP-Link and Billion routers to optimise network performance.
  • Installed Ethernet cabling in office spaces to enhance connectivity.
  • Participated in the configuration of cloud services for improved accessibility.

Education

Netcom Training
Birmingham

BTEC Level 3 Diploma from IT
01-2019

University Overview

JBC Training
Birmingham

City & Guilds Diploma from ICT Systems
01-2018

University Overview

Skills

  • QuickBooks Online
  • QuickBooks troubleshooting
  • CRM (Salesforce)
  • Salesforce
  • Technical troubleshooting
  • IT support
  • Software troubleshooting
  • Ticketing systems
  • Customer service
  • Client management
  • Problem-solving
  • Time management
  • Team collaboration
  • Customer satisfaction focus
  • Case management
  • Adaptability
  • Resilience
  • Effective communication
  • Communication skills
  • Empathetic listening
  • Conflict resolution
  • Communication skills

Interests

  • Listening to music
  • Cooking
  • Meeting up with friends and family as much as possible
  • Watching movies, especially at a cinema with friends & family

Timeline

Customer Support / Technical Advisor
Concentrix
02.2021 - 07.2026
Support Desk Analyst
Interserve
06.2020 - 12.2020
1st Line Support
Midlands Telco Consultants Ltd
11.2019 - 01.2020
IT Service Desk Analyst
Lifeways Group
06.2019 - 09.2019
IT Support Technician
Midlands Telco
04.2019 - 06.2019
Netcom Training
BTEC Level 3 Diploma from IT
JBC Training
City & Guilds Diploma from ICT Systems
Nigel Smith