Nelsonduke Benson

I’m a detail-oriented Product Support Specialist focused on customer satisfaction through empathetic, efficient troubleshooting. I resolve product and system issues remotely while communicating clearly, documenting learnings, and feeding back usability insights to improve the overall experience.

From my IT Support Intern work at Wellspring University (first-level hardware/software support, installations, updates, and technical reporting) to my Technical Support Advocate role, I’ve supported end users by diagnosing system errors and guiding software setups. I managed multiple technical issues across different time zones and collaborated with remote teams, including developers and support specialists, to resolve complex challenges through multiple service channels.

Since April 2023, I’ve worked as a Freelance Customer & Product Support Specialist (Remote), handling technical inquiries by phone, chat, and email—especially software installations, hardware troubleshooting, and system navigation. I create and maintain troubleshooting guides and FAQs, contribute to an internal knowledge base, and collaborate with developers to escalate and fix recurring product bugs, bringing consistency to support quality. I’m now seeking to apply my technical and communication skills in a Product Support Officer role.