Tech-Support & Customer Care Specialist

Elijah Hill

**** *********** **** ******* **, ***16

984-***-**** *************@*****.***

Professional Summary

Customer-focused Technical Support Professional with experience providing high-quality support for Apple products and services. Skilled in troubleshooting iOS/macOS issues, Apple ID account recovery, and delivering exceptional customer experiences. Strong communicator with a proven ability to resolve complex technical concerns while maintaining professionalism and empathy. Detail-oriented, adaptable, and committed to continuous improvement in fast-paced and remote environments.

Core Competencies

• Apple iOS & macOS Troubleshooting

• Apple ID Account Recovery & Security

• Technical Support (Tier 1 / Tier 2)

• Customer Experience (CX) & Customer Satisfaction (CSAT)

• Remote Support (Phone, Chat, Email)

• Ticketing Systems (CRM Tools)

• Issue Resolution & Escalation Handling

• Appointment Scheduling (Genius Bar Support)

• Active Listening & Communication

• Time Management & Multitasking

Professional Experience

Technical Support Representative (Apple Services)

Conduent — Raleigh NC – HYBIRD

2017-2019

• Delivered Tier 1 technical support for Apple devices, including iPhone, iPad, and Mac

• Troubleshot iOS and macOS issues, including connectivity, software errors, and device performance

• Assisted customers with Apple ID account recovery, password resets, and two-factor authentication issues

• Provided step-by-step technical guidance while maintaining high customer satisfaction

(CSAT)

• Utilized CRM/ticketing systems to document cases, track resolutions, and manage follow-ups

• Escalated complex technical issues to Tier 2 support when necessary

• Scheduled Genius Bar appointments for in-store diagnostics and repair services

• Maintained compliance with data privacy and security standards Customer Service Representative

Insure – Home Insurance Verification / Claims - [Remote] 2019 - 2024

• Provided exceptional customer support by resolving inquiries and service-related concerns

• Maintained high levels of customer satisfaction through effective communication and problem-solving

• Handled high call/chat volumes while meeting performance metrics

• Documented customer interactions using CRM systems

• Collaborated with team members to achieve service goals and KPIs Warehouse Associate

Royce Company — Knightdale NC

2024 – CURRENT

• Performed order fulfillment, including picking, packing, and shipping

• Maintained accurate inventory records and stock organization

• Followed safety standards and operational procedures

• Met productivity benchmarks in a fast-paced environment Education

East Wake High School (Integrated Technology) — Wendell NC Diplomia (2017)

Degree – Medical Assistance (2025)

Technical Skills

• iOS, macOS

• Apple ID & iCloud Services

• Microsoft Office / Google Workspace

• CRM Systems (Salesforce, Zendesk, or similar)

• Remote Support Tools

Additional Qualifications

• Strong attention to detail and accuracy

• Excellent problem-solving and analytical skills

• Adaptable and quick to learn new technologies

• Professional, reliable, and team-oriented

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