Customer Support & Technical Troubleshooting Specialist

Chelsea Esume

Frederick, Maryland 437-***-**** ************@*****.***

SUMMARY

Dedicated and customer-focused Support Specialist with experience handling high-volume inbound and outbound calls, chat support, technical troubleshooting, and customer account resolution in fast-paced environments. Skilled at delivering exceptional customer experiences by actively listening, resolving concerns efficiently, and maintaining professionalism during sensitive interactions. Strong multitasker with experience using CRM systems, documenting customer interactions accurately, and supporting customers through phone, email, and live chat channels. Adept at problem-solving, technical assistance, and maintaining productivity in remote work environments.

Core Skills

Inbound & Outbound Call Handling

Customer Service & Client Support

Technical Troubleshooting

Live Chat & Email Support

CRM & Ticketing Systems

Account Resolution & Documentation

Microsoft Office Suite

Conflict Resolution & De-escalation

Remote Call Center Operations

Data Entry & Accuracy

HIPAA & Confidentiality Awareness

Time Management & Multitasking

Customer Retention Strategies

Problem Solving & Critical Thinking

Billing & Account Inquiry Support

PROFESSIONAL EXPERIENCE

Customer Support Specialist JetBlue Airways (Remote) July 2024 - Present

Handle high volumes of inbound customer calls, assisting travelers with reservations, account concerns, flight updates, and technical support issues.

Provide professional and empathetic customer service while resolving escalated customer concerns efficiently.

Support customers through phone, email, and chat platforms while maintaining service quality standards.

Troubleshoot customer account access issues and provide step-by-step technical guidance for online services and mobile applications.

Accurately document customer interactions, resolutions, and follow-up actions within CRM systems.

Technical Support Representative JP Associate Solutions (Remote) May 2021- July 2024

Delivered technical and customer support to clients through inbound calls, live chat, and email communication.

Assisted customers with troubleshooting software access, connectivity problems, password resets, and account-related concerns.

Guided customers through technical solutions using clear and easy-to-understand instructions.

Maintained accurate records of support interactions, technical issues, and case resolutions.

Escalated unresolved issues to higher-level technical teams while ensuring timely customer follow-up.

Apple Technical Support Advisor Concentrix – Apple Support (Remote) July 2018- May 2021

2

Provided inbound technical support to Apple customers regarding iPhone, iPad, MacBook, Apple ID, iCloud, and software-related issues.

Assisted customers through phone and chat support while maintaining high customer satisfaction scores and service quality standards.

Troubleshot device performance issues, connectivity problems, password resets, account recovery, and software updates.

Guided customers step-by-step through technical solutions using clear and professional communication.

Documented customer interactions, troubleshooting steps, and resolutions accurately within ticketing and CRM systems.

EDUCATION

Business Admin.

Babcock University – Ogun State, Nigeria

CERTIFICATION

Google IT Support Professional Certificate (2020)

TECHNICAL / COMPUTER SKILLS

Microsoft Outlook, Word & Excel

CRM & Ticketing Platforms

Live Chat Support Systems

Remote Communication Tools

Data Entry & Documentation Systems

Basic Technical Troubleshooting

Typing & Administrative Support

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