Customer Support and Technical Support professional with HubSpot experience and a proven track record managing high-volume tickets
Sean
Help Desk Specialist
$1,560 – $2,240/mo
About
Customer Support and Technical Support professional with hands-on HubSpot experience (certified) and a proven track record managing high-volume ticket and email queues. Skilled in fast-paced remote environments using Google Workspace, Slack, and AI tools to deliver efficient, customer-focused support. Based in Jamaica, available full-time, and committed to creating positive customer experiences that drive loyalty and retention.
Industry Experience
Telecommunications
Cloud Computing Platforms
Software Experience
Candidate Information
Availability
Full-Time
Work Arrangement
Remote
English Level
Native Fluency (C2)
Roles Qualified For
Work Experience
Customer Support Representative
12/2015 - 06/2019https://www.sutherlandglobal.com/
Jamaica
● Responded to high-volume inbound calls, chats, and emails from guests and hosts worldwide.
● Monitor KPIs and trends to enhance customer satisfaction above to 80% and quality standards above 90%.
● Assisted with booking management, including new reservations, modifications, and cancellations.
● Resolved disputes between guests and hosts by investigating issues and providing fair solutions.
● Provided guidance on Airbnb policies, procedures, and community standards.
Technical Support Specialist
09/2019 - 04/2022https://www.sutherlandglobal.com/
Jamaica
* Provided technical support to Amazon customers worldwide via phone, chat, and email for Amazon Echo and Amazon Fire TV devices, including troubleshooting connectivity, streaming, audio, and setup issues.
* Assisted customers with device onboarding, Wi-Fi configuration, account linking, software updates, and smart home integration to ensure successful setup and activation.
* Used remote access and guided troubleshooting tools to diagnose and resolve technical issues efficiently while maintaining a high level of customer satisfaction.
* Managed escalations involving device malfunctions, account authentication issues, subscription concerns, and advanced troubleshooting cases requiring cross-functional support.
* Resolved customer inquiries related to orders, shipments, replacements, refunds, and warranty-related concerns with accuracy and professionalism.
* Guided customers through account setup, password resets, subscription management, and device synchronization across multiple Amazon services.
* Processed returns and exchanges in compliance with Amazon policies while ensuring smooth and positive customer experiences.
* Delivered exceptional customer service in fast-paced support environments, consistently resolving issues efficiently and maintaining strong customer satisfaction scores.
Sales Representative
09/2022 - 11/2023https://homesmart.com
• Managed client onboarding and support, guiding potential renters through the rent-to-own process and ensuring a smooth transition to ownership.
• Conducted outbound and inbound outreach, generating and qualifying leads to grow the client base.
• Maintained accurate client records and lease documentation using CRM and internal management systems.
• Coordinated payment schedules, property viewings, and follow-ups to maximize client satisfaction and retention.
• Collaborated with cross-functional teams to streamline workflows, improve operational efficiency, and meet monthly sales targets.
Technical Support Specialist
03/2024 - 10/2025https://www.sutherlandglobal.com/
Jamaica
Cox Communications technical support:
• Troubleshooting internet, cable, and phone service issues for residential and business customers
• Walking customers through device resets, modem/router configurations, and equipment setup
• Diagnosing network outages and escalating technical tickets when needed
• Guiding customers through account and billing-related technical issues
• Providing remote support via phone to resolve connectivity and service disruptions
I'll get my profile updated to reflect this properly!
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