Technical Support Specialist Resume Title: Remote Technical Support

Jasmine Thomas

Martinsville, VA • **************@*******.*** • 276-***-****

Professional Summary

Support Representative with 2+ years of experience delivering high-quality support via phone, chat, and email in remote environments. Skilled in diagnosing customer issues, guiding users through technical solutions, and maintaining professionalism under pressure. Experienced with website platforms, domain connections, and email setup, with a strong ability to quickly learn and apply new technical systems. Passionate about resolving issues efficiently while creating a positive, memorable customer experience. Core Skills

Technical Troubleshooting • Phone, Chat & Email Support • Customer Issue Resolution DNS & Domain Basics • Shopify & WordPress Support • Email Configuration (Outlook/Gmail) Website & Hosting Support • CRM & Ticketing Systems Active Listening • De-escalation • Clear Written Communication Remote Work Efficiency • Documentation & Case Management Professional Experience

Alight Solutions — Remote

Healthcare Customer Support Specialist

July 2025 – December 2025

• Delivered phone-based support, resolving customer issues and clarifying service-related questions

• Diagnosed problems by asking targeted questions and guiding users step-by-step to solutions

• Assisted users with account access, system navigation, and general technical troubleshooting

• Maintained accurate, detailed documentation in CRM systems for all interactions

• Handled sensitive situations with professionalism, empathy, and efficiency Concentrix — Remote

Customer Service Representative

March 2024 – January 2025

• Provided inbound and outbound support across multiple customer scenarios

• Identified customer issues quickly and ensured accurate resolution or escalation

• Assisted customers with account setup, login issues, and general technical questions

• Maintained strong performance metrics in call handling, documentation, and service quality

Spectrum — Remote

Live Chat Technical Support Agent

October 2020 – December 2021

• Assisted customers with technical issues via live chat, including troubleshooting service disruptions

• Guided users through basic website and router troubleshooting, including connectivity and configuration issues

• Helped customers understand service setup, email access, and device configuration

• Gathered diagnostic information and walked users through solutions in real time Measurement Incorporated — Remote

Reader/Evaluator

March 2023 – Present

• Maintains high accuracy and attention to detail when reviewing and documenting information

• Follows structured guidelines and quality standards in a remote work setting Blessed Scholars — Remote

Homeschool Teacher/Operator

August 2014 – Present

• Managed schedules, records, and documentation with strong organizational skills

• Supported basic website and content setup for educational materials (WordPress-based tools)

• Communicated complex topics clearly and effectively Freelance Contractor — Remote

Transcription & Customer Support

January 2018 – January 2022

• Performed high-volume data entry with strong accuracy and attention to detail

• Assisted clients with basic website edits, email setup, and account configurations when needed

• Converted customer interactions into clear, structured documentation

• Supported customer inquiries and ensured complete, accurate records Education

Southern New Hampshire University — Bachelor’s, Information Technology TestOut PC Pro Certification

Liberty University — Healthcare Administration

Technical Skills

Support Tools: Zendesk, CRM systems, ticketing platforms Systems: Microsoft 365, Google Workspace, Windows, macOS Collaboration: Microsoft Teams, Zoom, Webex

Technical: Troubleshooting workflows, SQL basics, database navigation Web & Platforms: Shopify basics, WordPress fundamentals, domain/DNS concepts Email Setup: Outlook, Gmail, hosted email configuration & troubleshooting Additional Strengths

• Strong ability to remain calm and solution-focused during high-stress customer interactions

• Clear and professional written communication across email and chat

• Fast learner with a genuine interest in domains, hosting, and web technologies

• Highly effective in fully remote environments with strong time management

• Enjoys helping customers succeed even when the problem starts as a disaster

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