Open to opportunities

Clarissa McIntosh

@clarissamcintosh

Remote customer service and technical support specialist, de-escalating customers and troubleshooting software, network, and accounts.

United States

Message

What I'm looking for

I’m looking for a remote-focused customer support role where I can troubleshoot software and connectivity issues, de-escalate difficult situations, and document clean resolutions in a CRM—while collaborating with technical teams and continuing to grow my leadership.

I’m a remote customer service and technical support professional with deep experience resolving high-volume customer issues across financial services and technology support environments. I combine calm, empathetic communication with structured troubleshooting to restore trust and customer functionality.

Most recently, I provided technical and customer support and account management as a CSR in a remote call center, expertly de-escalating frustrated customers and guiding them to resolution. I troubleshoot software, network connectivity, and hardware issues using remote diagnostic tools and proprietary platforms, while documenting steps and outcomes for clear audit trails.

Earlier, I delivered tier-1 and tier-2 remote support for banking customers, resolving online banking, mobile app, payment processing, and account access problems. I also maintained high productivity in fast-paced back-to-back call environments, collaborated with network and backend teams to escalate complex issues, and contributed to CRM/ticketing workflows using PeopleSoft/Oracle and other support systems.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

Express Employment

Apr 2025 - Feb 2026 (10 months)

Provided remote technical and customer support in a high-volume call center, managing customer concerns through active listening and clear guidance. Performed troubleshooting for software, network connectivity, and hardware issues using remote diagnostic tools and proprietary platforms to drive resolutions.

Remote Technical Support Technical Troubleshooting Active Listening Account Management Remote Tools

Customer Service Representative

Bank Of America

Nov 2020 - Mar 2025 (4 years 4 months)

Delivered tier-1 and tier-2 remote technical support for banking customers, troubleshooting online banking, mobile applications, payment processing, and account access issues. Documented interactions and resolutions in PeopleSoft/Oracle and escalated advanced technical problems with proactive follow-up until resolution.

Remote Technical Support Online Banking Support Payment Processing Customer Escalation CRM Documentation (PeopleSoft Oracle)Escalation Management

Customer Service Tech Support

Allied Services

Jan 2013 - Aug 2020 (7 years 7 months)

Provided front-line remote technical support via phone, email, and live chat, diagnosing and resolving hardware, software, and network connectivity issues. Maintained accurate CRM/ticketing documentation, escalated complex problems with detailed reports, and delivered consistent service quality while working independently from a home office.

Remote Technical Support Live Chat Support