Erabur Aurnab
Houston,TX
Summary
Solution-focused technical support representative delivering high productivity and timely issue resolution. Troubleshooting customer service and maintaining accurate technical documentation for complex problem closure. Communicates clearly to improve customer outcomes and support effective team collaboration.
Overview
1
1
Language
13
13
years of professional experience
Work History
Technical Support Representative
Ezee Fiber
Houston, TX
06.2026 - Current
- Served as first point of contact for incoming technical service calls and emails.
- Assisted customers with technical issues through email, live chat, and telephone.
- Supported Ezee Fiber customers with internet and equipment troubleshooting.
- Diagnosed modem, router, and connection problems through ticketing system.
- Assisted customers in activating services, resetting passwords, and setting up devices to enhance user experience.
- Troubleshot customer inquiries related to software and hardware issues.
- Applied advanced product knowledge to solve customer issues.
- Recommended upgrades or additional features to improve user experience.
- Communicated service updates and repair statuses clearly and professionally to keep customers informed.
- Escalated complex outages and network issues to higher technical teams.
- Resolved escalated customer service issues in a timely manner.
- Resolved billing inquiries, facilitated plan changes, and processed service transfers for customers.
Support Specialist II
Onesupport
05.2020 - 06.2026
- Resolved customer issues with a focus on accuracy and efficiency, enhancing overall customer satisfaction.
- Adapted to changing customer needs in a fast-paced environment, ensuring responsive and effective support. to changing situations and varied customer needs.
- Guided customers through password resets, setup steps, and basic troubleshooting.
- Documented customer calls, troubleshooting steps, and resolution details accurately.
- Supported training for new team members on technical procedures and customer service best practices.
- Escalated complex or ongoing issues to senior technical support or engineering teams for timely resolution.
- Carried out responsibilities with minimal supervision, demonstrating reliability and initiative. with minimal supervision.
- Maintained up-to-date knowledge of software and technical developments through reading and training.
Property Manager
Public Storage
05.2018 - 05.2020
- Managed storage unit rentals and lease agreements at Public Storage facilities, ensuring compliance with company policies.
- Addressed tenant concerns and inquiries with professional communication, fostering positive tenant relationships.
- Resolved tenant complaints quickly while supporting customer satisfaction.
- Handled resident complaints and followed up on maintenance requests.
- Monitored property locks and gates to enhance security and access control.
- Performed periodic property inspections to meet safety and tenant requirements.
- Reviewed properties for maintenance needs and scheduled repairs.
- Collected monthly assessments, rental fees, deposits, and payments.
- Assisted with lien notices, delinquent accounts, and auction preparation tasks.
- Recorded inventory, supplies, and office files in property management systems.
- Backed sales efforts by explaining unit features and rental options.
Associate
BestBuy
07.2013 - 04.2018
- Greeted shoppers and identified needs to enhance shopping experience on Best Buy sales floor.
- Suggested products based on Best Buy service plans and device knowledge.
- Cultivated customer relationships through attentive and friendly service, fostering loyalty.
- Helped customers choose items and answered product questions.
- Processed purchases, returns, and exchanges through POS system, ensuring accurate transactions.
- Completed cash register tasks accurately and efficiently.
- Provided service support for inquiries, complaints, and returns.
- Handled customer inquiries over the phone regarding orders and services. about orders and other inquiries.
- Supported inventory counts, stock restocking, and backroom organization.
- Followed loss prevention, safety, and store policy procedures.
- Balanced multiple tasks while keeping strong attention to detail.
Education
Associate Degree -
Houston Community College
05-2015
Skills
- Network troubleshooting
- Router configuration
- Technical troubleshooting
- Ticketing system management
- Technical documentation creation
- Problem solving
- Attention to detail
- Customer service tracking
- Effective communication
- Microsoft outlook
- Product knowledge
- Problem solving skills
Personal Information
Title: Technical Support Representative
AWARDS
Onesupport- Highest QA score on team multiple times (amazon gift card)
Languages
Bengali
Native/ Bilingual
Timeline
Technical Support Representative
Ezee Fiber
06.2026 - Current
Support Specialist II
Onesupport
05.2020 - 06.2026
Property Manager
Public Storage
05.2018 - 05.2020
Associate
BestBuy
07.2013 - 04.2018
Associate Degree -
Houston Community College