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
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