Looking for a job

Joshua Williamson

@joshuawilliamson3

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I resolve high-volume customer billing, account, and technical inquiries for US-based clients remotely.

South Africa

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What I'm looking for

I'm looking for a remote customer support or technical support role serving US-based clients, where I can resolve customer issues, meet quality targets, and continue building my IT skills.

I've delivered phone and chat support for US-based client accounts at CCI and MCI, resolving billing, account access, order-status, and service issues in high-volume contact-centre environments. At CCI, I handled 50+ customer interactions daily while consistently exceeding campaign QA and CSAT targets.

I document customer interactions accurately, de-escalate frustrated callers, and make clean handoffs to billing and Tier 2 teams. I'm also building my IT foundation through ongoing UNISA studies and the Google IT Support Professional Certificate.

Experience

Work history, roles, and key accomplishments

Remote Customer Support Representative

MCI

Feb 2026 - Sep 2026 (7 months)

• Provided phone and chat-based support for a US client program, assisting customers with order status, account updates, and troubleshooting of service issues.
• Ramped up to full productivity ahead of schedule after nesting/training, hitting call-handling and resolution targets within the first month on the floor.

CRM Ticketing Systems Knowledge Base Troubleshooting Active Listening Empathy Call Documentation Compliance Adaptability

Remote Customer Service Representative

CCI

Jan 2024 - Jan 2026 (2 years)

Handled high-volume inbound calls and live chats for a US client program, resolving billing, account, and service inquiries with strong first-contact resolution. Maintained QA and CSAT scores above targets and de-escalated frustrated customers effectively.