Customer Support & Technical Troubleshooting Specialist

TIFFANI SCHAFFER

Cadiz, KY

***********@*****.*** +1-270-***-****

PROFESSIONAL SUMMARY

Customer Support Specialist with 5+ years of experience handling high-volume inbound and outbound calls in healthcare, payroll, and SaaS environments. Skilled in desktop troubleshooting, technical issue resolution, and guiding users through software and system challenges. Proven ability to deliver first-call resolution, manage support tickets, and provide clear, step-by-step assistance while maintaining a calm and professional approach. Strong background in remote support, customer issue escalation, and cross-functional collaboration.

CORE COMPETENCIES

Inbound & Outbound Call Support Helpdesk & Desktop Troubleshooting Technical Support (Level 1) Ticketing Systems Customer Issue Resolution SaaS & Payroll Systems Remote Support Tools CRM Systems Incident Management Escalation Handling First Call Resolution (FCR) Customer Communication Problem Solving Microsoft Office Suite

PROFESSIONAL EXPERIENCE

Customer Support Specialist – Payroll & Technical Support

Intuit / Concentrix – Remote

Feb 2024 – Feb 2026

Handled high-volume inbound and outbound calls providing technical support for QuickBooks Payroll

Troubleshot payroll system errors, tax calculation issues, and user access problems

Guided customers through desktop and software-related issues using remote support tools

Logged, tracked, and resolved support tickets within SLA timelines

Delivered step-by-step instructions to resolve issues on first contact whenever possible

Escalated complex technical issues to higher-level support teams when required

Maintained high customer satisfaction through clear communication and timely follow-ups

Customer Support Representative – Healthcare Helpdesk

Blue Cross Blue Shield – Remote

Aug 2019 – Feb 2023

Managed inbound and outbound calls assisting members and providers with account and system-related inquiries

Troubleshot issues related to claims processing, eligibility systems, and billing discrepancies

Documented all customer interactions and resolutions in CRM/ticketing systems

Resolved customer concerns efficiently while maintaining compliance with internal processes

Collaborated with internal departments to resolve escalations and system-related issues

Maintained composure and professionalism in high-pressure, high-call-volume environments

Technical Support Representative (Seasonal)

Intuit TurboTax – Remote

Provided inbound support assisting customers with software navigation and tax filing issues

Troubleshot system errors, login issues, and data entry problems

Guided users step-by-step through resolving technical and filing concerns

Maintained accurate documentation of issues and resolutions

Adapted quickly to new tools, updates, and customer scenarios during peak season

EDUCATION

Associate Degree in Nursing (ADN) – In Progress

Galen College of Nursing – Nashville, TN

Bachelor’s Degree in Criminal Justice

Ashford University – Clinton, IA (2014)

Associate Degree in Psychology

Ashworth College – Norcross, GA (2014)

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