Tameka Jones
@tamekajones
I am a Technical Support Specialist with 10+ years improving customer satisfaction.
United StatesWhat I'm looking for
I am a dedicated Technical Support Specialist with 10+ years delivering high-quality remote and in-field IT support.
I have provided Tier 1 and Tier 2 technical support at companies including Teleperformance USA, Omni Interactions, GreenShades Software, and AT&T, consistently improving first-call resolution rates and customer satisfaction. I specialize in software support for tax, payroll, and QuickBooks, technical documentation, and training.
I excel at troubleshooting complex issues, de-escalating customer concerns, and strengthening long-term client relationships through personalized support. I’m seeking to leverage my technical expertise and customer-centric approach to drive success in IT support or help desk roles.
Experience
Work history, roles, and key accomplishments
TUDelivered Tier 1 and Tier 2 technical support, consistently exceeding performance metrics and strengthening client relationships through personalized product walkthroughs. Improved call resolution speed by introducing streamlined troubleshooting steps and elevating customer satisfaction.
Technical Support Specialist
Omni Interactions
Jun 2018 - Aug 2022 (4 years 2 months)
Supported clients with tax software, claim status inquiries, and QuickBooks updates, enhancing customer experience through tailored guidance. Collaborated with cross-functional teams to resolve escalated technical issues and improve support outcomes.
GSTechnical Support Specialist
GreenShades Software
Feb 2017 - Apr 2022 (5 years 2 months)
Provided payroll software support ensuring compliance and accuracy and delivered software update assistance and system troubleshooting. Contributed to higher client retention by building trust and resolving issues efficiently.
ATHandled high-volume technical support calls, boosting first-call resolution metrics and de-escalating customer concerns into positive outcomes. Diagnosed and resolved complex connectivity and service issues to restore service promptly.
Education
Degrees, certifications, and relevant coursework
JCJones County Junior College
Criminal Justice
Completed coursework in Criminal Justice at Jones County Junior College.
Blair High School
High School Diploma
Earned a High School Diploma from Blair High School in Hattiesburg, MS.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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