tier 2 technical support specialist resume example with 11+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
  • :

Experienced customer service professional with over 20 years of experience and readiness to take on any team need or customer challenge. Positive and upbeat communicator with highly organized nature and solid history of improving customer satisfaction and recapturing lost customers. Maintained team metrics and successful customer interactions. Trained in DocuSign and Salesforce best practices.


• Service desk support
• Customer support
• Technical troubleshooting
• Call center experience
• Application installations
• Microsoft Office proficiency
• Supervision
• Team building and leadership
• Employee coaching
• Training & Development
• Project planning
• Collaboration
• Customer-oriented
• Organizational skills
• People skills
• Multitasking
• Communication
• Planning & coordination
• Policy development
• Active listening
• Data management
• Business Office Administration Filing
• Organization & Record keeping Daily & Monthly
• Business Reporting Word Processing & Desktop
• Publishing
• Bookkeeping & General Accounting
• Public Relations & Customer Service
• Sales & Expense Reporting

Technical Support Representative, 01/2022 - Current
Bloomscape Zeeland, MI,
  • Supported customers with online billing, access and account issues.
  • Collaborated with technical staff to establish goals and objectives for system improvements and upgrades.
  • Used remote login tools to assist clients with technical and product questions.
  • Maintained up-to-date case documentation for future reference.
  • Answered customer invoice questions and resolved issues discovered during invoicing and collection process.
  • Assessed and resolved variances in accounts, databases and bills.
  • Investigated and resolved issues to maintain billing accuracy.
Tier 2 Technical Support Specialist, 10/2015 - 12/2021
Tan-Tar-A Resort Osage Beach, MO,
  • Assisted online users via live chat, web conference and phone to resolve issues related to software and system use and access.
  • Assessed internal and External customer issues to determine appropriate troubleshooting methods for remediation.
  • Developed training materials, conducted webinars and authored guides for user training and support use.
  • Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
  • Assisted in technical support process refinement to improve customer service and support.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Consulted via telephone to understand user problems, run through troubleshooting and ask probing questions to locate root causes.
  • Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
  • Supported employees with advanced troubleshooting on helpdesk tickets.
  • Facilitated system migration projects during off-hours to avoid outages and network bottlenecks.
Customer Support Supervisor, 12/2013 - 09/2015
Shuttle Express Inc City, STATE,
  • Evaluated performance of 30 employees to increase customer and employee satisfaction.
  • Oversaw hiring and training of 45 new Chat Agents.
  • Supervised daily operations and updated chat procedures to increase overall productivity.
  • Defined strategies and created a plan to achieve ambitious operational objectives.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Kept team on track by assigning and supervising their activities and giving constructive feedback.
  • Resolved interpersonal conflicts by listening, finding common ground and building relationships.
  • Demonstrated self-reliance by meeting and exceeding workflow needs.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Created agendas and communication materials for team meetings.
  • Performed site evaluations, customer surveys and team audits.
  • Created new programs that resulted in increasing productivity and customer satisfaction.
Reservation Agent, 01/2013 - 12/2013
Boy Scouts Of America City, STATE,
  • Processed incoming reservation calls and applied up-selling techniques to inform callers of premium services.
  • Contacted customers to advise on travel conveyance changes and to confirm reservations.
  • Acquired detailed knowledge of services, promotions and events to offer added value to travelers.
  • Provided clients with assistance in preparing required travel documents and forms.
  • Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
  • Collaborated with sales department to arrange large group hotel bookings for such special events as destination weddings.
  • Reviewed guest information and payment options, checking for accuracy and completeness.
  • Verified guest information and payment options ensuring accuracy and completeness.
  • Assisted customers via phone by providing confirmations, answering questions and offering general information.
  • Researched and resolved all customer issues.
  • Created agendas and communication materials for team meetings.
  • Relayed information on availability, pricing and discounts to customers.
Committee Chair, 01/2007 - 03/2010
Company Name City, State,
  • Scheduled, coordinated and held meetings, supervising volunteers and other community members.
  • Strengthened member bonds by leading well-orchestrated gatherings and special events.
  • Developed corporate communications strategies and programs including detailed project timelines and stakeholder outreach channels.
  • Revitalized business plans and realigned company objectives to increase overall profits.
  • Provided organizational leadership to over 10 professionals.
  • Created program to promote new committee members from within, leading to cohesive leadership structure.
  • Generated monthly performance metrics and analytical reports, reviewing and communicating marketing campaign effectiveness to committee members and parents.
  • Partnered with parents to define pack goals.
  • Built relationships with strategic partners leading to business development opportunities.
  • Interfaced with committee team to discuss budget allocation to determine project scope.
  • Fostered collaboration and development of new practices by business leaders.
  • Executed on-time, under-budget project management to adhere to project road map.
Education and Training
Medical Administrative Assistant : Medical Administrative Assistant , Expected in 06/2010
Everest College - Everett - Renton, WA,
Status -
Websites, Portfolios, Profiles
  • Certified DocuSign Admin, DocuSign - 2015
  • Certified DocuSign for Salesforce Admin, DocuSign - 2016

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Resume Overview

School Attended

  • Everest College - Everett

Job Titles Held:

  • Technical Support Representative
  • Tier 2 Technical Support Specialist
  • Customer Support Supervisor
  • Reservation Agent
  • Committee Chair


  • Medical Administrative Assistant

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