EDWIN BENCHABBAT
Summary
Technical Support Specialist with experience providing customer support across phone and email channels in high-volume environments. Skilled in troubleshooting account access, login, and technical issues using CRM and ticketing systems including Salesforce. Experienced in resolving customer inquiries, processing orders, and documenting case details accurately while maintaining strong communication and response times.
Overview
6
6
years of professional experience
Work History
Technical Support Specialist
Tabacalera USA
Remote
08.2025 - Current
- Provided technical support for password resets, login issues, and account access problems, escalating and coordinating with different departments when needed.
- Updated records after each resolution with a summary of the issue and fix.
- Managed order support including processing returns and generating return labels, placing new orders, and providing shipment updates via phone and email.
- Used Salesforce to manage, track, and update customer support cases.
- Handled 40–60 support tickets daily and 20+ inbound calls, providing timely troubleshooting and customer assistance across phone and email channels.
Technical Support Representative
Drake Software
Remote
12.2024 - 04.2025
- Managed high levels of chat flow and responded to technical support needs.
- Used ticketing systems to manage and process support actions and requests.
- Resolved customer complaints by identifying problems, suggesting solutions and implementing corrective action.
- Identified and resolved discrepancies and errors in customer accounts.
- Maintained up-to-date knowledge of product and service changes.
Customer Service Representative
Swiss Colony
03.2023 - 10.2024
- Handled high volume of inbound/outbound calls per shift to offer callers product and service information and generate quotes.
- Educated customers about billing, payment processing and support policies and procedures.
- Documented and detailed calls and complaints using call center's CRM database.
- Built positive relationships with customers by providing exceptional customer service.
- Asked relevant questions to assist customers with selecting needed or requested products and services.
Warehouse Manager
All About Garage Doors
12.2019 - 01.2023
- Redesigned warehouse layout to accommodate new equipment, maximize space utilization, and optimize processes.
- Offered expertise in inventory management and current stock levels to internal teams and customers to facilitate accuracy and product availability.
- Kept documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery.
- Managed and responded to team-leading volume of support tickets and chats submitted via email and through support portal.
- Answered customer questions about sizing, accessories, and merchandise care.
Education
High School Diploma -
Wakefield High School
Raleigh, NC01-2018
Skills
- CRM and Salesforce systems experience
- Experience with ticketing platforms
- Technical troubleshooting and customer support
- Customer support across multiple channels
- Problem-solving and troubleshooting
- Strong verbal communication
- Thorough attention to detail
- Effective under pressure
- Time management skills
- 60 WPM typing speed
Timeline
Technical Support Specialist
Tabacalera USA
08.2025 - Current
Technical Support Representative
Drake Software
12.2024 - 04.2025
Customer Service Representative
Swiss Colony
03.2023 - 10.2024
Warehouse Manager
All About Garage Doors
12.2019 - 01.2023
High School Diploma -
Wakefield High School