Support Service Representative
Resume:
Erin Spence
******************@*****.***
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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