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, OHSkills
- 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
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