Simon Jones
@simonjones1
Remote Customer Support & Technical Specialist with 15+ years troubleshooting for high-volume global teams.
United KingdomWhat I'm looking for
I’ve spent 15+ years running technical operations and troubleshooting, and I’m intentionally seeking a dedicated remote support role where I can bring that expertise to high-volume, global environments. I’m known for bridging the gap between complex technical issues and user-friendly solutions, especially in fast-moving multi-channel settings.
I’ve delivered high-tier customer care in remote, high-volume environments, maintaining strong CSAT results by resolving complex booking and travel inquiries quickly and accurately. I also bring hands-on systems experience as an IT Consultant and Systems Specialist—setting up and integrating ERP and CRM tools, training users, and handling end-to-end technical project work—backed by a long background in hardware/software troubleshooting and network setup.
Experience
Work history, roles, and key accomplishments
Customer Support Specialist
Tui
Jan 2023 - Jan 2025 (2 years)
Delivered high-tier customer care for a global travel leader via email, chat, phone, and text. Maintained 95%+ CSAT by rapidly resolving complex booking and travel inquiries while keeping booking data accurate in internal systems.
Hotel Booking Agent
Cpm International Contact Centre
Jan 2021 - Jan 2023 (2 years)
Managed high-volume inbound booking requests, cancellations, and complex amendments for international clients. Exceeded monthly KPI targets for AHT and quality assurance while collaborating cross-culturally to resolve escalations in a fast-paced environment.
IT Consultant & Systems Specialist
Autónomo
Jan 2014 - Jan 2020 (6 years)
Provided end-to-end technical consultancy for small-to-medium businesses and residential clients, specializing in ERP and CRM setup and integration to streamline operations. Trained clients on hardware and software optimization and handled client acquisition, billing, and technical project management.
Printer Technician
Can-Calc Pty
Jan 2007 - Jan 2014 (7 years)
Repaired, installed, and administered commercial printing hardware and software, providing on-site and remote technical support. Ensured 99% uptime for client business operations and supported client network and printer environments.
Business Owner - IT Consulting
A-Z Pc Consultants
Jan 2004 - Jan 2006 (2 years)
Directed operations for a retail computer store, including financial management, marketing, and stock control. Provided specialized web technology support and delivered local business software solutions.
Education
Degrees, certifications, and relevant coursework
Customer Support Training Program
Customer Support Training Certification, Customer Support
Completed an intensive customer support training certification covering advanced telephone, chat, and email support methodologies.
Matthew Arnold School
O-Level, Secondary Education
Grade: 8 O-Levels (including English & Mathematics)
Completed secondary education with 8 O-Levels, including English and Mathematics, at Matthew Arnold School in Oxford.
Tech stack
Software and tools used professionally
Availability
Location
United KingdomAuthorized to work in
Job categories
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