Michael Combs
Spokane
Summary
Dedicated Technical Support Specialist with over 12 years of experience in resolving complex technical issues and educating customers on product features. Expertise in ticket management and remote assistance, ensuring seamless customer interactions and high-quality support.
Overview
12
12
years of professional experience
Work History
Tier 2 Technical Support Specialist
Apple
Cupertino
08.2013 - 10.2025
- Resolved customer inquiries using Apple's support tools and resources.
- Collaborated with cross-functional teams to address complex technical issues.
- Provided troubleshooting assistance for Apple hardware and software products.
- Documented customer interactions in the support database for future reference.
- Educated customers on product features and best practices for usage.
- Escalated unresolved issues to senior support staff for further investigation.
- Maintained up-to-date knowledge of Apple's product offerings and updates.
- Mastered new products, developed advanced technical knowledge and applied new skills in fast-paced environment.
- Resolved customer complaints in a timely manner.
- Met statistical metrics regarding ticket and contact quality, first call resolution, attendance and productivity.
- Used remote control and assistance tools expertly to support non-local customers.
- Translated complex, technical concepts into easy to understand language to assist non-technically oriented customers.
- Provided technical support to customers via phone, email and chat.
- Assisted customers with installation and configuration of software products.
- Performed remote troubleshooting sessions with customers using Bomgar
- Identified recurring customer issues and reported them to the appropriate team for further investigation.
- Handled escalated calls from Tier 1 Technical Support Specialists.
- Provided guidance to Tier 1 Technical Support Specialists when needed.
- Verified that corrective actions were taken on customer issues reported previously.
- Created detailed reports of customer interactions and resolutions.
- Maintained positive working relationship with fellow staff and management.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Evaluated software or hardware to recommend improvements or upgrades.
- Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.
- Read technical manuals or attended conferences and seminars to maintain knowledge of hardware and software.
Education
Associate of Arts - Radio And Television Broadcasting
Colorado Mesa University
Grand Junction, CO09-2008
Skills
- Technical troubleshooting
- Remote assistance
- Software installation
- Customer inquiry resolution
- Product feature education
- Ticket management
- Attention to detail
- Problem solving
Affiliations
Deep Panic - Donate time for creating animation and presentation materials for local fundraising and theater performances
Timeline
Tier 2 Technical Support Specialist
Apple
08.2013 - 10.2025
Associate of Arts - Radio And Television Broadcasting
Colorado Mesa University