Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jaclynn Shuey

Tamaqua,PA

Summary

Technical support professional with proven background in resolving complex technical issues and providing excellent customer service. Known for strong team collaboration, employee education and adaptability in dynamic environments. Skilled in troubleshooting, customer relationship management, and team building with a focus on a positive work environment.

Overview

3
3
years of professional experience

Work History

Technical Support Representative

Pencore (PenTeleData)
10.2024 - Current
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
  • Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
  • Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
  • Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
  • Managed high levels of call flow and responded to technical support needs.

EMS Paratransit Driver

Lehighton Ambulance Assoc.
08.2022 - 01.2024
  • Demonstrated flexibility in adapting to changing schedules, route assignments, and passenger requirements as needed to maintain quality of service.
  • Boosted customer satisfaction through professional communication, courteous service, and prompt assistance in resolving issues or concerns.
  • Contributed to company growth by actively participating in community outreach events, promoting awareness of available services, and helping recruit new clients.
  • Collaborated with dispatchers for smooth coordination of pick-ups, drop-offs, and schedule adjustments to minimize disruptions for passengers.

Education

Associate of Science - Computer Sciences With Specialization in Cyber Sec

Pennsylvania State University
University Park, PA
08-2026

Certification Course - CCNA And Applied Studies

Coursera
Harrisburg, PA
08-2025

High School Diploma -

Connections Academy Charter
Harrisburg, PA
04-2020

Skills

  • Technical support
  • Remote support
  • Customer service expert
  • Call center operations
  • Active listening
  • Microsoft outlook
  • Customer success management
  • User support
  • Training and mentoring
  • Staff management
  • Attention to detail
  • Employee motivation
  • Staff development
  • Team building

Timeline

Technical Support Representative

Pencore (PenTeleData)
10.2024 - Current

EMS Paratransit Driver

Lehighton Ambulance Assoc.
08.2022 - 01.2024

Associate of Science - Computer Sciences With Specialization in Cyber Sec

Pennsylvania State University

Certification Course - CCNA And Applied Studies

Coursera

High School Diploma -

Connections Academy Charter

Similar Profiles

CREATE PROFILE
Jaclynn Shuey