Marcus Thompson
marcus.thompson.92@gmail.com | +61 2 8947 5623 | 47 Warwick Avenue, Parramatta NSW 2150 | linkedin.com/in/marcusthompson92

WORK EXPERIENCE

Customer/Technical Support Specialist
TeleCom Solutions Australia, Sydney, NSW
March 2022 - Present

Provide comprehensive technical and customer support for mobile banking applications across iOS and Android platforms, serving over 15,000 active users monthly. Troubleshoot complex issues related to debit cards, credit products, and mobile payment systems, achieving a 94% first-contact resolution rate. Collaborate with development teams to identify and escalate application bugs, contributing to a 30% reduction in recurring technical issues. Manage authorization requests and benefits inquiries for healthcare-related accounts, ensuring compliance with regulatory requirements. Create and maintain detailed documentation of common technical issues and solutions, reducing average handling time by 18%.

Technical Support Associate
Digital Systems Pty Ltd, Brisbane, QLD
June 2019 - February 2022

Delivered tier-1 and tier-2 technical support for consumer electronics and mobile applications, handling an average of 45 customer interactions daily via phone, email, and chat channels. Performed systems analysis to diagnose hardware and software issues across Windows, iOS, and Android devices. Assisted customers with health insurance claims processing, prescription authorizations, and benefits verification. Trained new team members on troubleshooting methodologies and customer service best practices. Maintained 96% customer satisfaction rating through effective communication and problem resolution.

Customer Service Representative
Westfield Financial Services, Melbourne, VIC
January 2017 - May 2019

Provided frontline support for banking products including debit cards, credit accounts, and online banking services. Processed customer inquiries regarding account access, transaction disputes, and security concerns. Assisted with scheduling appointments and coordinating between customers and specialized departments. Educated customers on product features and security best practices, contributing to a 22% decrease in fraud-related incidents. Recognized as Employee of the Quarter twice for exceptional customer service performance.

EDUCATION

Bachelor of Science in Psychology
Macquarie University, Sydney, NSW
Graduated: May 2016

Relevant Coursework: Forensic Psychology, Research Methods, Systems Analysis, Human-Computer Interaction

SKILLS

Technical Support: Application Support, Troubleshooting, Systems Analysis, Technical Documentation
Platforms & Systems: iOS, Android, Windows, Mobile Applications, CCTV Systems
Industry Knowledge: Banking, Healthcare, Insurance, Health Insurance, Benefits Administration
Specialized Areas: Debit Cards, Credit Products, Authorizations, MediCal Reporting, Prescription Processing
Security & Compliance: Security Protocols, Surveillance Systems, Investigation Procedures, Law Enforcement Liaison
Soft Skills: Customer Service, English Communication, Sales Support, Scheduling, Research, Education & Training

CERTIFICATIONS

CompTIA A+ Certification - 2020
ITIL Foundation Certificate in IT Service Management - 2021
Healthcare Privacy and Security Certification - 2022

LANGUAGES

English (Native)