Rebecca A.

PROFESSIONAL SUMMARY Dynamic Customer-focused Technical Support Specialist with 5+ years experience in customer service, financial account management and technical support troubleshooting fiber-optic internet services, mesh Wi-Fi networks, network connectivity issues, VoIP services, and customer account concerns. Skilled in diagnosing ONT/ONU alarms, interpreting optical signal levels, supporting eero mesh systems, and resolving internet connectivity issues. Strong ability to explain technical concepts to non-technical customers while maintaining high customer satisfaction. Experienced handling billing inquiries, account management, payment-related concerns, and service escalations. Seeking opportunities in IT Support, Help Desk, Technical Support, Banking Operations, Billing Support, or Financial Services. Experienced with management tools including Salesforce, Jira, Broadhub, Nokia Altiplano, Calix Cloud, Plume, Calix SMX, and Devs Provisioning Tools and Eero Insights. Strong knowledge of fiber internet support, ONT/ONU diagnostics, Wi-Fi optimization, ticket management, and remote technical troubleshooting.