Remote Tech Support Specialist with 10+ Years /end

Nicole Myrick

Atlanta, GA • 678-***-**** • ********@*****.***

Professional Summary

Dedicated and tech-savvy customer support professional with 10+ years of experience providing remote assistance in high-volume service environments. Skilled in troubleshooting technical issues, resolving customer concerns, and supporting users through phone, chat, and email channels. Proven ability to diagnose problems, guide customers through solutions, and maintain high customer satisfaction in fast-paced remote settings. Strong communicator with experience using CRM systems, ticketing tools, and real-time support platforms.

Core Skills

Remote Technical Support

Troubleshooting & Issue Resolution

Live Chat & Email Support

Customer Account Recovery

Ticketing & CRM Systems

Technical Problem Diagnosis

Multi-Channel Customer Support

Escalation Management

Documentation & Case Tracking

Microsoft Office & Web Applications

Remote Work & Virtual Collaboration

Customer Experience Optimization

Professional Experience

Customer & Agency Services Consultant

Progressive Insurance — Remote

April 2025 – Present

Provide remote support to customers by resolving account, policy, and technical access issues

Troubleshoot customer concerns while maintaining productivity and quality standards

Document customer interactions and issue resolutions within CRM systems

Collaborate with internal departments to resolve escalated service and system-related issues

Educate customers on digital tools, account management, and policy resources

Travel & Expense Specialist

Navan — Remote

June 2022 – October 2024

Delivered remote support for booking systems, account access, and travel-related technical issues

Assisted clients with system navigation, troubleshooting, and real-time issue resolution

Managed high-volume customer requests across chat, phone, and email communication channels

Resolved billing discrepancies and escalated complex technical concerns when necessary

Maintained accurate records of support interactions and issue outcomes

Live Chat & Customer Support Consultant

The Home Depot — Atlanta, GA

December 2019 – May 2022

Provided technical and account support through live chat and online customer platforms

Assisted customers with troubleshooting order issues, website functionality, and account recovery

Coordinated with technical support and resolution teams to resolve escalated concerns

Managed multiple customer interactions simultaneously in a fast-paced environment

Maintained detailed case documentation and ensured timely follow-up on unresolved issues

Operations Manager

Mercedes-Benz Stadium — Atlanta, GA

March 2016 – October 2019

Oversaw operational workflows and resolved technology and process-related issues impacting service delivery

Trained staff on systems, procedures, and operational tools to improve productivity and efficiency

Implemented process improvements that reduced operational waste by 30%

Managed communication between departments to support seamless operations and issue resolution

Customer Service Representative

VETCONNEXX — Atlanta, GA

April 2015 – September 2017

Assisted customers with cellphone troubleshooting, account support, and service inquiries

Managed high-volume inbound calls while meeting response and resolution targets

Utilized CRM systems to document customer interactions and technical issues

Collaborated with internal teams to resolve escalated customer concerns efficiently

Technical Skills

CRM & Ticketing Systems • Microsoft Office Suite • Live Chat Platforms • Remote Support Tools • Data Entry & Documentation • Web-Based Applications • Multi-Queue Support Environments

Education

Bachelor of Science in Biology — Miles College, Birmingham, AL

Associate Degree in Pharmacy — Georgia Medical, Atlanta, GA

Other Skills

Strong troubleshooting and problem-solving abilities

Experience supporting customers in fully remote environments

Excellent verbal and written communication skills

Ability to manage multiple priorities in fast-paced support settings

Proven track record of delivering high-quality customer experiences

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