product support specialist resume example with 17+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK Home: (555) 432-1000 - Cell: - resumesample@example.com - : - -
Summary
Experienced customer success specialist dedicated and driven to positively impact the business by enhancing customer experiences. A creative learner who is always curious about technology and willing to spend the time to gain knowledge to solve problems and teach others. An independent worker who is always willing to help.
Experience
11/2019 to 10/2020
Product Support SpecialistBox – Nashville, TN,
Product Support Specialist for a photography editing software company that is a leader in Intelligent AI-powered desktop software.
Took a leadership role for one specific product to drive success and became the voice of the customer on the product team. Shared feature requests to engineers, offered user interface suggestions for improvements, got user feedback through surveys, and tracked issues.
Through email support and screen sharing sessions, assisted with technical problem solving, checked computer system profiles for software compatibility with customers, Mac and Windows.
Shared my past success of using screen sharing, live chat, and phone support with the team, which were implemented in daily processes to get technical problems solved quicker and improved customer relations. This in turn improved Customer Satisfaction (CSAT) scores for all support associates.
Helped streamline backend operations to get fewer emails into support, better the remote workers' environment, simplify admin processes, and created Google docs and videos for future training.
Improved customer experiences by updating help center articles, making video training tutorials, tracking software issues and informing users when issues were resolved.
Trained new associates and shared organizational tools, workflows, operational links, and was available to assist in replies to customers.
Notable Skills: Email triage system (Zendesk), Text Expander, Loom videos, Google slide presentations, technical troubleshooting screen sharing (Zoom),
04/2018 to 02/2019
High Volume Customer Success SpecialistHigher Logic – Arlington, VA,
Promoted to the customer success team as one of two High Volume Customer Success Specialist for the VIP high-profit schools, sports, and dance photography business clients, that produce millions of dollars in revenue for Zenfolio.
Increased focus on small and medium business free trial potential customers with an objective on converting them to paid subscribers.
For all customers, this role focused more on customer success, driving onboarding, retention, and product adoption instead of just solving customer problems.
Would set up live, screen-sharing sessions to analyze their current business workflow and opportunities. During the sessions, would offer advice on ways for them to grow their market and increase online sales using Zenfolio platform features.
By focusing on web design elements, I was able to show customers how to integrate Zenfolio features to bring them more revenue resulting in customer retention and higher profits.
64% conversion rate of free customers to paid subscribers based out of 153 small and medium business free trial success sessions.
Learned and comprehended complex third-party lab processing integration in order to assist the customers with troubleshooting needs and inquiries.
Notable Skills: High-touch training, team communication (Slack), website theme design, website operation, Salesforce, Screen Sharing (Calendly, RingCentral), Microsoft Word, Google Doc, Excel, search engine optimization.
09/2011 to 04/2018
Customer Support SpecialistZenfolio – City, STATE,
Customer Support Specialist for an e-commerce photography software website company. There was an extremely high demand for getting through large volumes of support concerns as quickly as possible.
Listened closely to customer concerns and then utilized the knowledge base, live-chat interactions, phone calls, social media and emails to provide the right solution in a timely manner.
Responded to an average of ~5-20 emails/chats per hour.
Pikto Product Specialist, resolved order issues by communicating between customers and Pikto, one of Zenfolio’s vendor partners.
Reviewed and critiqued teammates’ low Customer Satisfaction (CSAT) scores, then suggested better alternate approaches in order to help them improve.
Assisted Marketing with organic social media posts across all of the Zenfolio platforms resulting in engagement.
Single-handedly replied to any customer service posts on a private Zenfolio group on Facebook to ensure customer satisfaction.
Helped with social media marketing campaigns and increased followers on the Zenfolio Instagram from 700 to over 6,000 after the 2016 campaign.
Assisted engineers in quality assurance by testing the function of new website features and filing/tracking site errors.
Notable Skills: Typing, communication, training, time management, domain name server integration, Microsoft PowerPoint, Email Triage System (Desk.com), Live Chat (LiveChatinc.com), Screen Sharing (RingCentral), social media marketing, iOS, and Windows.
12/2002 to 09/2011
Store Manager/Lab TechnicianWolf Camera And Image – City, STATE,
Started as a photo lab technician and over time moved up to store manager.
During my tenure, I managed two different locations overseeing a team of ~8 at each store.
Developed strong management skills via extensive in-store training.
In my role, I trained employees, sold camera and video equipment, supported the team in our sales goals, and learned various customer service techniques.
Education
Expected in to to
Bachelor of Arts: Photography Maine College Of Art - Portland, Maine, GPA:
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