Customer Support Specialist | Remote Support and Operations

Used Salesforce CRM to log customer interactions, update account details, and track case progress for telecom accounts. Ensured accurate documentation of technical issues, service requests, and resolutions to support seamless coordination across support teams and faster case resolution.

Handled technical issues for internet, cable, and landline services across US telecom accounts. Diagnosed problems through structured troubleshooting, guided customers through step-by-step fixes, and restored services efficiently. Reduced repeat calls by resolving issues on first contact and escalating complex cases with complete documentation for faster recovery.

Managed accurate entry and updating of customer records in CRM systems across telecom and telehealth accounts. Ensured complete and error-free documentation of calls, prescriptions, and case details to support smooth handoffs, faster resolution, and compliant record-keeping.

Created and managed support tickets in Jira to track customer issues from intake to resolution. Assigned priority levels, updated case progress, and coordinated with internal teams to ensure timely resolution of technical and service-related concerns. Maintained accurate notes and documentation for smooth escalation and audit compliance.

Provided phone support across telecom and telehealth accounts, handling high-volume inbound and outbound calls. Resolved service issues, guided customers through troubleshooting steps, and addressed prescription and account concerns. Maintained clear communication and accurate documentation to ensure fast resolution and consistent customer experience.

Managed multiple high-volume tasks across telecom and telehealth support roles while meeting strict response and resolution targets. Prioritized urgent cases, ensured timely updates in CRM and ticketing systems. Maintained efficiency during peak call periods by staying organized and focusing on fast, accurate resolution.

Handled outbound calls for UK telecom upsell line of business. Presented additional service options, supported account upgrades, and addressed customer needs through consultative conversations. Maintained compliance with sales guidelines while delivering clear and professional communication.