Support Analyst Resume

SUMMARY:

High performing and experienced customer service leader with competence of managing a team
Customer focused and Commercially customer success driven
I have over 10+ years of Technical support experience
Well experienced across several technology platforms within diverse industries including SAP, Java, Windows OS, iOS, Mac Platform, online tool like Confidential application, and others

PROFESSIONAL EXPERIENCE:

Confidential

Support Analyst

Responsibilities:

Conducted client training via phone and provided email support.
Improved internal customer process by offering recommendations
Resolved business customers software related issues.
Assisted customers with inbound Confidential calls from body shops and clients during installations, upgrades, and general technical support of Performance Gateway applications
Resolved problems quickly to determine the appropriate resolution path
Assisted with trend and root cause analysis; identifies and communicates problem trends;
Educated customers on appropriate problem resolutions to minimize repeat requests; provides timely follow - up
Assisted customers with uploading estimates, photos, and documents
Configured computer compatibility and settings requirements
Maintained established service level agreements to manage customer expectations and quality standards; identifies opportunities for improvement
Assisted call center with escalating cases to Production Support team
Properly documented severity, steps to reproduce, components affected, and customer impact of all incidents.
Worked with estimating vendors to identify and locate pathways for estimate imports and exports.
Assisted the Application Development group with Quality Assurance testing, as needed

Confidential,

Founder and President

Responsibilities:

Confidential

Customer Service Representative

Responsibilities:

This role was a short-term assignment. I provided financial information to farmers around the country and processed payments.

Confidential

Customer Account Specialist

Responsibilities:

In this role I managed all accounts for the Canadian Division of Confidential, representing $60 million of annual sales. Using SAP software, I monitored trends in their customer rebate program ( Confidential shares with merchants the cost of customer advertising and servicing) and, offered recommendations to merchants to optimize its performance.
Maintained key relationships with sales, brokers, customers, business analysts, call center organization, and supply chain, particularly to resolve disputes and handle problems.

Confidential

Technical Support Specialist

Responsibilities:

This role I provided technical support and resolved client concerns regarding use of their website, called Confidential .com. I took inbound calls, assisted customers to troubleshoot, access to Confidential .com and processed online payments behalf of customers.

Confidential

Customer Service Representative

Responsibilities:

In this role I took inbound calls, executed sales and service orders, addressed customer questions, resolved product concerns, and provided product support including how to use the features of the bed.

Confidential

Bookseller

Responsibilities:

Assisted customers with making purchases, processed book purchases, and contributed to overall store function.