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Technical Support Specialist with 5+ years of tech and customer service experience
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Competencies
Applied technical knowledge to troubleshoot and resolve complex software, hardware, and API issues across various platforms.
Delivered high-quality support via multiple communication channels, maintaining KPIs for satisfaction and resolution time.
Executed accurate transaction and client data verification, ensuring operational integrity and compliance.
Diagnosed software, network, and client issues by analyzing logs, error codes, and system interactions.
Authored and refined technical documentation and training materials for internal teams and clients.
Education
Languages
Summary
Skilled in technical support, client relations, and data validation with over 5 years of experience across software, finance, and healthcare sectors.
Key Achievements
- Provided advanced technical support for dental CAD software, resolving complex design and hardware issues.
- Collaborated with engineering teams to document bugs and beta-test software releases, contributing to product enhancements.
- Maintained high customer satisfaction scores while managing a high-volume support tickets in multiple roles.
Experience
Technical Support/Design Specialist
Provided advanced technical support for 3Shape dental CAD software (e.g., Dental System, Communicator), resolving complex issues related to scan import, design tools, and hardware integration for dental professionals., Leveraged hands-on design expertise to create and modify digital dental...
Technical Support Agent Level I
Diagnosed and resolved complex technical issues for developers utilizing Twilio's API suite (Voice, SMS, Video, Email) by analyzing logs, HTTP traffic, and error codes to reduce time-to-resolution., Acted as a strategic partner for high-value customers, providing proactive guidance and...
Processing Agent
Executed accurate processing of a high volume of transactions/data/applications daily, adhering strictly to SLAs and complex procedural guidelines to ensure operational integrity., Verified and validated client information and documentation with meticulous attention to detail, minimizing errors and...
Support Loan Agent
Served as the primary point of contact for borrowers, managing a high-volume of inquiries and providing end-to-end support throughout the loan lifecycle, from application to payoff., Accurately processed and verified loan applications, financial documents, and client data, ensuring compliance with...
Support Agent Tier III
Delivered excellent customer support via phone, chat, and email, resolving account and card inquiries efficiently., Resolved billing, transaction, and dispute issues while ensuring full compliance with banking and data security policies., Maintained top performance in key metrics such as...