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@shawnashoenberger

Technical support professional with 8+ years delivering empathetic, high-volume remote troubleshooting and ticket resolution.

United States

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What I'm looking for

I’m looking for a remote role where I can own Tier 1 technical troubleshooting, resolve customer and account issues end-to-end, document clearly in CRM systems, and escalate confidently to keep service quality consistently high.

I’m a customer support and technical support professional with 8+ years of experience in remote customer service, live chat, ticket resolution, and troubleshooting. I’m at my best in fast-paced environments where calm, accurate communication matters just as much as solving the problem.

In my current role as a Tier 1 Tech Support Agent, I troubleshoot network, software, and connectivity issues while handling inbound and outbound customer interactions. I document troubleshooting steps and resolutions in ticketing and CRM platforms, and I escalate complex issues to the right teams for timely resolution.

I also bring multi-campaign virtual call center experience from Arise Platform, supporting customers with billing inquiries, account issues, product support, and troubleshooting. I adapt quickly to new systems and workflows while maintaining service quality standards, professionalism, and empathy during high-volume interactions.

Earlier, I supported customers through live chat and email at Integra Beauty Inc, responding to 160+ tickets daily and resolving shipment, product, and order concerns. I started with technical support for iOS devices at Teleperformance, delivering clear step-by-step guidance and documenting cases for follow-up and escalation.

Experience

Work history, roles, and key accomplishments

Current

Tier 1 Tech Support Agent

Current

Paramount Staffing

Jan 2025 - Present (1 year 5 months)

Provided remote tier 1 technical support for network, software, and connectivity issues. Documented troubleshooting steps and resolutions in CRM/ticketing systems and escalated complex problems to appropriate teams to maintain high customer satisfaction.

Remote Technical Support Network Troubleshooting Technical Troubleshooting Zendesk ServiceNow Jira Live Chat Support Escalation Management Documentation

Current

Virtual Call Center Agent

Current

Arise Platform

Jan 2020 - Present (6 years 5 months)

Supported multiple client campaigns as a virtual call center agent, handling billing inquiries, account issues, product support, and troubleshooting. Adapted to new systems and workflows while maintaining empathetic, professional service in high-volume interactions.

Call Center Support Billing Support Product Support Customer Service High Volume Empathetic

Customer Experience Specialist

Integra Beauty Inc

Nov 2023 - Jan 2024 (2 months)

Resolved 160+ customer tickets daily via live chat and email, addressing shipment, product, and order concerns. Supported customer retention by identifying solutions quickly and documenting cases for follow-up.

Live Chat Support Email Support Shipment Issue Handling Customer Retention Data Entry Problem Solving

Technical Support Representative

Teleperformance

Jan 2015 - Jan 2018 (3 years)

Delivered technical troubleshooting support for iOS devices and software issues via phone. Scheduled appointments and documented customer cases for follow-up and escalation using clear step-by-step guidance.

Technical Support Phone Support Troubleshooting Appointment Scheduling Case Documentation Escalation Handling Customer Service Mobile Device Support

Customer & Technical Support

Unknown

Provided remote customer and technical support over 8+ years, resolving account and technical issues via live chat and ticket workflows in fast-paced environments. Maintained high-volume case management by troubleshooting problems, documenting outcomes in CRM systems, and delivering empathetic service.