Technical Support Specialist

Provide remote technical support to customers by phone, email, and Microsoft Teams, analyzing, troubleshooting, and resolving application and software issues. Document customer interactions and resolutions in Salesforce.

Partner with Engineering, Incident Management, and Product teams to resolve customer incidents and improve product performance. Use SQL and related tools to diagnose software and database issues, escalate complex cases when needed, and collect client feedback in Productboard.

Managed inbound inquiries and issues for Group and Major Accounts stakeholders, consolidating case entry points and ensuring prompt ticket resolution. Supported revenue impact of more than $2 million through effective case management and customer support.

Triaged tickets to Engineering, Product, and Platform teams through Jira; documented cases and trends in Salesforce; and maintained an internal support knowledge base. Mentored 20 Tier 1 team members, developed onboarding materials, supported Facebook advertising customers, improved internal processes, and partnered with Sales and Customer Success to increase client retention.

Provided frontline technical support via phone, chat, and email for 20,000 franchise and independent dealer customers. Documented customer inquiries and account activity in Salesforce and resolved more than 35 inbound cases per day.

Maintained CSAT scores of 95% or higher and received Employee of the Month recognition in August and December 2021. Partnered with Sales, Customer Success, and Fulfillment to onboard more than 400 dealer customers and coached new hires on Cars.com products and processes.

Scheduled and managed more than 200 incoming client jobs while ensuring compliance with project deadlines and SLAs. Guided customers through insurance claim and property restoration processes and maintained accurate client records for job scheduling.

Collaborated with billing teams to review job documentation, manage deductibles and transactions, and communicate with insurance companies, agents, and project stakeholders. Compiled and distributed operational reports for project managers and internal teams.

Resolved more than 100 customer inquiries daily, contributing to an excellent customer experience and a 10% increase in revenue. Assisted with cash handling, checkout, merchandising, inventory processing, pricing, and facility organization.

Trained more than 10 new employees and collaborated with management on an employee handbook covering cashier training and store policies. Processed more than 700 pieces of merchandise, exceeded daily metrics by 20%, and inspected products for quality compliance.

Supported conference planning and preparation by creating PowerPoint slides, editing speaker notes for 10 speakers, and managing on-site registration for more than 100 attendees. Organized office filing systems and coordinated more than 30 customer appointments.

Managed phone, email, mail, fax, member communications, digital filing, training materials, and product orders. Supported administrative operations for more than 200 members and ensured timely dispatch of customer products through USPS.

Graduated with High Honors.