Technical Support Specialist

Provided Tier 2 technical support for Quicken and Simplifi, personal finance software products used across the United States. Supported customers through phone, live chat, and email while troubleshooting software, Windows, cloud synchronization, banking connectivity, and data recovery issues.

Diagnosed bank connectivity and transaction download issues, worked with U.S. financial institutions and bank representatives, and guided users through Cloud Sync configuration, account synchronization, data migration, product activation, licensing, and account access. Investigated data-loss cases by locating and restoring recent QDF backup files.

Promoted to Tier 2 based on technical expertise, analytical thinking, and performance. Reviewed complex escalations, supported Tier 1 agents with advanced troubleshooting, and documented technical findings in CRM and ticket management systems.

Delivered high-volume customer support for an online correctional services platform. Assisted customers with money transfers, package orders, video visitation scheduling, secure messaging, account management, and platform navigation.

Diagnosed website, browser, account, and transaction-related issues to help customers successfully use platform services. Provided clear step-by-step guidance, escalated complex technical and account cases to specialized teams, and maintained accurate customer records while meeting quality and compliance standards.

Graduated with a Technical Diploma in Business Administration in 2021.