Open to opportunities

Richard McArthur

@richardmcarthur

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Senior technical support advisor with extensive multichannel customer service experience.

United States

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What I'm looking for

I seek a customer-focused technical support role where I can resolve hardware/software issues, collaborate with engineering on escalations, and continue delivering exceptional phone and remote support while growing into leadership opportunities.

I am a technical support professional with eight years at Apple and 23 years of phone-based customer experience, focused on resolving hardware and software issues across consumer products.

My background includes remote troubleshooting, escalations to engineering teams, and supporting Windows and macOS environments, plus hands-on experience with wireless networking and device connectivity. I also bring experience in reservations, administrative duties, and collections, demonstrating versatility and strong communication skills.

I strive to deliver excellent customer experiences, proactively upsell or recommend solutions when appropriate, and collaborate with teams to drive issue resolution and continuous improvement.

Experience

Work history, roles, and key accomplishments

Reservations Agent

Olde Towne Pet Resort

Jan 2023 - Jan 2025 (2 years)

Sold and processed boarding and grooming reservations for a three-location pet resort, upselling services and handling phone and email communications to meet customer needs and administrative tasks.

Customer Service Reservations Upselling Phone Support Email Communication Admin Tasks CRM

Customer Representative

Anywhereworks Inc

Jan 2022 - Jan 2023 (1 year)

Handled inbound calls for multiple industries, primarily legal clients; scheduled consultations, processed payments, and managed client messages to support business operations.

Scheduling Payment Processing Client Communication Remote Support Data Entry Multitasking

Senior Technical Advisor

Apple Inc

Jan 2015 - Jan 2022 (7 years)

Provided senior-level technical support across Apple product lines, resolving hardware and software issues via remote diagnostics and coordinating escalations to engineering teams.

Technical Support MacOS iOS Escalation Management Customer Support

Wireless Technician

Support.com Inc

Jan 2013 - Jan 2015 (2 years)

Provided technical support for Comcast client focusing on wireless networking and device connectivity across Windows and Mac operating systems and various Wi‑Fi devices.

Wireless Networking Wi Fi Troubleshooting Windows MacOS Customer Support

Senior Collector

American Collections Inc

Jan 2008 - Jan 2012 (4 years)

Managed medical, consumer, and business debt accounts, negotiating with consumers, insurers, and attorneys to resolve debts while ensuring compliance with regulations.

Debt Collection Negotiation Compliance Account Management Documentation