Multi-Channel Customer Support Specialist (Payments & Web)

Jennae

Customer Service Specialist – Multichannel Support Payments and Order Resolution Web Troubleshooting

Riverside, CA

Professional Profile

Customer support specialist experienced in handling high volume phone, chat, and email support for payment, account, and website related issues in fast paced environments. Skilled in deescalating concerns, verifying customer identity, and resolving issues accurately while protecting customer data and following policy. Strong working knowledge of common ecommerce troubleshooting steps, including login and browser issues, checkout failures, and refund or dispute workflows. Known for clear documentation, calm communication, and consistent follow through on complex cases that require escalation or cross team coordination. Seeking a remote customer service specialist role focused on excellent customer experience and reliable issue resolution.

Core Competencies

Phone, chat, and email support

Customer identity verification and account security

Refunds, returns, and disputes handling

Web and app troubleshooting fundamentals

De-escalation and conflict resolution

Quality assurance and KPI driven performance

Ticketing and case management workflows

Knowledge base use and article feedback

Order, billing, and payment troubleshooting

Accurate documentation and case notes

Escalation management and handoffs

Professional written communication

Time management in remote settings

Process improvement suggestions

Confidential data handling and compliance

Professional Experience

Amazon, Riverside, CA Jan 12, 2023 - Oct 23, 2024

Customer Support Specialist

Delivered end to end customer support across phone, chat, and email channels, resolving account, payment, and website issues with a customer first approach.

Applied structured troubleshooting to diagnose checkout failures, login issues, browser and device problems, and order tracking concerns, reducing repeat contacts through clear step by step guidance.

Managed sensitive billing and payment cases, including refunds, charge concerns, and transaction errors, while following verification steps and privacy safeguards to protect customer data.

Documented each interaction with precise case notes, actions taken, and next steps, improving continuity for escalations and supporting quality review standards.

Prioritized a high-volume queue effectively, balancing speed with accuracy and empathy while maintaining consistent adherence to schedules and service level expectations.

De-escalated difficult interactions using active listening, clear boundary setting, and solution focused communication, protecting the customer experience and lowering escalation risk.

Escalated complex technical or policy exceptions through the correct pathways, providing complete context to partner teams to shorten resolution time and prevent back and forth.

Identified recurring issue patterns and shared feedback that strengthened job aids and internal FAQs, supporting smoother resolution for similar cases

Education

Diploma (2014)

Chaparral High School (Temecula, CA)

References

Available upon request

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