Customer Success & Technical Support Professional

OJoshua Brewer

**********************@*****.*** Atlanta, GA 30326 404-***-****

Professional Summary

Results-driven customer success, customer support, and technical support professional with extensive experience in account management, onboarding, and troubleshooting. Adept at guiding customers through complex processes, overcoming objections, and ensuring seamless adoption of technology solutions. Strong collaboration, time management, and problem-solving skills, with expertise in CRM tools, remote communication, and customer engagement strategies. Professional Experience

Sales & Support Representative

Trust Payment – Payment Gateway & Operations (US & EU) 2020 – Present

● Manage a portfolio of merchants, guiding them through onboarding and integration with payment gateway solutions.

● Providing client support techniques through a sales initiative to enhance the merchants’ knowledge of product and offer options to maximize usage of our product.

● Providing customer support and inbound sales support by educating customer on their software and hardware products.

● Educating new clients on our platform’s features, ensuring full adoption and successful utilization of payment solutions.

● Collaborate cross-functionally with Sales, Compliance, and Engineering to streamline onboarding and resolve merchant inquiries.

● Maintain customer engagement through proactive communication and relationship management strategies.

● Consistently met or exceeded SLA targets by prioritizing and efficiently resolving customer issues within the agreed timeframes.

Inbound Sales Customer & Team Lead

Peak Ryzex – Business Solutions Smart Devices

2016 – 2020

● Led a high-volume inbound sales team, ensuring efficient onboarding, troubleshooting, and issue resolution.

● Provided one-on-one training sessions and developed knowledge-sharing resources to enhance team efficiency.

● Managed escalations, ensuring quick and effective resolution of customer concerns regarding hardware and software failures.

● Coordinated with cross-functional teams to improve service delivery and maintain customer satisfaction.

● Utilized Salesforce and Zendesk to track and manage customer interactions and cases efficiently

● Collaborated with cross-functional teams to escalate and resolve complex technical issues while maintaining SLA compliance.

Inbound Sales Agent

Metro PCS Wireless Mobile

2013 – 2016

● Provided first-call resolution for technical issues related to mobile devices, billing, and service plans.

● Providing customer support to irate callers that have failing products of their mobile devices, internet services, and landline accounts.

● Managed a high-volume customer base, ensuring retention through effective problem-solving and upselling strategies.

● Assisted customers with onboarding and configuration of new business accounts.

● Utilized CRM tools to log customer interactions, track issue resolution, and identify opportunities for improved service.

Education

Bachelor of Science – DeVry University (2012)

Technical Skills & Tools

● CRM & Support Platforms: Salesforce, Zendesk, Jira, Asana

● Communication & Collaboration: Slack, Google Suite, Zoom, Microsoft Office

● Technical Proficiency: API configurations, troubleshooting, payment integrations

● Demonstrated proficiency in utilizing cloud-based CRM systems to track, manage, and prioritize support tickets for enhanced service delivery.

● Customer Engagement & Retention Strategies

● Training & Onboarding

● Sandbox and production expertise

● Identifying Bugs

● Product Testing

● Troubleshooting failing products

● Integration Support

● Client Support expertise

● Technical Support

● Monitored and adhered to Service Level Agreements (SLAs) to ensure prompt response and resolution of technical support tickets, improving customer satisfaction.

● 2+ years of experience in customer success, integration, and account management.

● Proven ability to guide customers through onboarding and adoption of technology platforms.

● Strong organizational and time-management skills, adept at prioritizing tasks in high-volume environments.

● Excellent written and verbal communication skills.

● Tech-savvy with experience in CRM tools and remote support technologies.

● Ability to diagnose and resolve technical challenges efficiently while maintaining a customer-first approach.

● Passionate about customer education and driving product adoption. Certifications & Additional Training

● Advanced Customer Success Strategies (Course Completion)

● Salesforce CRM Training & Certification (In Progress)

● Technical Support & Troubleshooting Excellence

Professional Development

● Regularly attend webinars and training sessions on customer success strategies and emerging technology trends.

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