Technical Customer Support Specialist

Summary

Highly motivated Technical Support professional and Architectural Design student with a proven track record of providing exceptional support for global brands like Apple, General Motors, and ADT. Expert in iOS systems, mobile device troubleshooting, and complex account security protocols. Adept at bridging the gap between technical issues and customer satisfaction, consistently achieving 100% satisfaction ratings and high first-contact resolution rates.

Work Experience

Technical Support Specialist (Apple Campaign) Teleperformance - Remote

July 2023 to September 2024

Apple Ecosystem Expertise: Provided specialized technical support for mobile devices and iOS systems, focusing on hardware and software diagnostics.

Account Security Puzzle: Managed complex Apple ID account recovery processes, navigating high-stakes security challenges for returning users to ensure data integrity and access.

Financial Troubleshooting: Resolved intricate billing and subscription payment issues through a analytical troubleshooting lens.

User Advocacy: Leveraged a deep understanding of Apple’s exclusive ecosystem to guide users through technical roadblocks and account management.

Technical and Network Connectivity Support Specialist (ADT Campaign) SP Data Digital - Remote

January 2023 to July 2023

Provided specialized technical support focusing on network connectivity and hardware integration for security systems.

Troubleshooting diverse connectivity issues to ensure seamless system performance for residential and commercial clients.

Customer Care Advisor (General Motors Campaign) Teleperformance - Remote

June 2021 to July 2022

Multi-Channel Support: Provided comprehensive customer support via live chat, email, and phone with a warm, professional, and empathetic approach.

Account Management: Managed customer accounts and documented interactions meticulously using CRM systems and tracking tools.

Resolution Excellence: Resolved high volumes of inquiries related to billing, technical support, and service issues, achieving a 94% first-contact resolution rate.

Customer Satisfaction: Achieved an average customer satisfaction rating of 100% based on post-support surveys.

Technical Guidance: Assisted customers with software and hardware troubleshooting using remote desktop tools and step-by-step solutions.

Process Optimization: Reduced call handling time by identifying issues efficiently and providing self-service resources.

Escalation & Collaboration: Investigated escalated complaints and collaborated with cross-functional teams to resolve complex issues.

Mentorship: Mentored junior support specialists on technical troubleshooting and best practices.

Social Media Customer Service Representative Hinduja Global Solutions - Peoria, IL

August 2020 to May 2021

Responded to inquiries and provided support through live chat, managing order processing and billing.

Education

Associate in Architectural Design Forsyth Technical Community College - Winston-Salem, NC

August 2018 to Present (One semester remaining)

Developing advanced skills in Revit, AutoCAD, and Adobe Creative Suite while focusing on technical drafting and architectural models.

Technical Skills

Support Systems: CRM Systems, Zendesk, JIRA, Looker, Remote Desktop Tools, VPN Configuration.

Technical Troubleshooting: iOS Systems, Mobile Devices, Network Connectivity, Hardware/Software Support, Account Recovery.

Design & Drafting: Revit, AutoCAD, Autodesk, Adobe InDesign, Photoshop, Illustrator, SketchUp, Branding.

Metrics & Performance: 100% CSAT, 94% First-Contact Resolution, Reduced Call Handling Time.

Certifications & Assessments

Work Style: Reliability - Highly Proficient (Indeed Assessment)

Cooking Skills: Basic Food Preparation - Highly Proficient (Indeed Assessment)

Driver’s License

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