Summary
Overview
Work History
Education
Skills
Timeline
Generic

Donja Shue

Canton,OH

Summary

Adept at software troubleshooting and delivering user-focused desktop assistance, I excelled as a Technical Support Representative at Elite Tech Support Services LLC. Leveraging efficient call documentation and system component diagnostics, I enhanced service quality through meticulous issue resolution and customer education, significantly improving user satisfaction and operational efficiency.

Overview

4
4
years of professional experience

Work History

Technical Support Representative

Elite Tech Support Services LLC
Canton, OH
01.2021 - Current
  • Independent contractor on Arise Platform having served Intuit Turbo Tax and Quickbooks SBG
  • Provided technical support and troubleshooting services to end-users experiencing hardware and software issues.
  • Guided customers through step-by-step solutions in a clear and concise manner.
  • Maintained records of data communication transactions, problems, and remedial actions or installation activities.
  • Performed routine maintenance and software updates on support tools and customer systems.
  • Assisted customer in understanding products, components and systems using technical demonstration.
  • Conducted remote diagnostics to identify and solve technical problems.
  • Documented all activities related to technical support including processes, updates, changes made.
  • Implemented feedback from customer satisfaction surveys to improve service quality.
  • Handled customer service issues by providing guidance or escalating for advanced support.
  • Served as first point of contact for incoming technical service calls and emails.
  • Documented all customer interactions and resolutions in the ticketing system for future reference and reporting.
  • Assisted customers with password resets, account unlocks, and security settings adjustments.
  • Troubleshot customer inquiries related to software and hardware issues.
  • Demonstrated advanced product knowledge to solve customer issues.
  • Updated customer information and account status in the database following each interaction.
  • Maintained up-to-date case documentation for future reference.
  • Supported customers with online billing, access, and account issues.
  • Documented customer complaints and inquiries for use in technical documentation and bug tracking.
  • Provided technical assistance to customers through phone, email and chat support.
  • Worked with internal teams to deliver accurate information to customers and service accounts.
  • Ensured compliance with company policies and procedures regarding technical support operations.

Education

Some College (No Degree) - Business

Stark State College
Canton, OH

Skills

  • Software Troubleshooting
  • Videoconferencing
  • User-Focused Desktop Assistance
  • User credential management
  • Efficient Call Documentation
  • System Component Diagnostics

Timeline

Technical Support Representative

Elite Tech Support Services LLC
01.2021 - Current

Some College (No Degree) - Business

Stark State College
Donja Shue