Erin Spence

512-***-****

adljkf@r.postjobfree.com

OBJECTIVE

Highly motivated, self-starting team player who thrives on the challenge of exceeding objectives. A hard working, reliable individual skilled in detailed problem-solving and documentation. An individual who is able to adapt to sudden changes quickly and efficiently.

EXPERIENCE

Technical Support Ninja (Genin)

May 2020-March 2021

BigCommerce, Austin, Texas

● Tier 1 chat, email, and phone support for BigCommerce stores and related projects.

● Assist merchants with setup of stores, apps, and configurations required for launch.

● Quickly identify issues, provide support articles, and guide the merchant to a solution.

● Assist merchants with domain routing, DNS & MX record setups, and SSL installations.

● Assist developers with identifying HTML / API errors, and provide relevant documentation.

● Provide support for other agents and teams by assisting with troubleshooting and research.

● Worked with other agents to locate common issues to create JIRA tickets.

● Researched and provided tier 2 solutions as tier 1, avoiding the need to escalate.

● Exceeded all metrics and KPI’s required, with a normal 92%+ customer satisfaction.

● Efficient at chatting with multiple customers at once, while maintaining a high resolution rate. Sales and Service Consultant

May 2019-May 2020

Wayfair LLC, Austin, Texas

Assists customers with navigating self service options with their account

Aid customers in locating their in transit shipments

Assists with resolving manufacturer and shipping defects

Resolve payment, order, refund issues

Accommodate and de-escalate critical situations while advocating for the customer Fraud Investigator

May 2015-April 2019

AllClear ID, Austin, Texas

Have assisted with doing special projects for the company

Assists with locating and resolving fraud

Provide excellent customer support service

Have assisted Quality Assurance with monthly QA’s with the delivery partners

Assists Quality Assurance with doing mock/test calls with the delivery partners Legends Games Advisor

April 2014-April 2015

Electronic Arts, Austin, Texas

Provide account, billing, and membership support for Electronic Arts

Provide e-mail, phone, and chat support for technical and account issues

Assisted with maintaining account security

Technical troubleshooting on various platforms

Provided professional support from an at home environment Customer Service Representative

October 2012-October 2013

GameFly, Austin, Texas

Provide account, billing, and membership support for GameFly

Provide e-mail, phone, and chat support for digital and membership issues

Assisted with retaining members

Assisted with maintaining account security

Reached out to customers to verify digital purchases SKILLS

Windows 7/8/10 Macintosh OSX RightNow Technologies

Salesforce Oracle Microsoft Office Okta

NOTABLE ACHIEVEMENTS

Was awarded with CSR of the month due to high CSTAT scores while working for iEnergizer of Texas. Was awarded Austin Employee of the Month October 2015 as a top performing agent through L.K. Jordan. Have consistently scored with 100% CSTAT with AllClear ID.

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