Tier II SaaS Support Specialist

STACY PITRE

Tier II Support Specialist SaaS Technical Support Customer Success

Porter, TX 346-***-**** ********.**@*****.***

LinkedIn: https://www.linkedin.com/in

Professional Summary

Experienced Tier II Support Specialist with expertise in SaaS applications, technical troubleshooting, Salesforce case management, JIRA escalation, and healthcare software support. Skilled in root cause analysis, provider support, claims and authorization investigations, interoperability, and cross-functional collaboration. Recognized for delivering exceptional customer service, resolving complex technical issues, and improving operational efficiency in fast-paced environments.

Core Competencies

• Salesforce • JIRA • Zendesk • SaaS Support • Technical Troubleshooting • Root Cause Analysis • Customer Support • Claims & Authorization Investigation • Microsoft Office Suite • Excel • Process Improvement • Data Analysis • Documentation • Training • Communication

Professional Experience

Tier II Support Specialist HHAexchange / Sandata Technologies Remote 2023–Present

Manage Salesforce support cases while meeting SLA requirements.

Investigate complex technical issues involving SPOC, SAM, OASIS, iQIES, EVV, claims, billing, and authorizations.

Serve as the Subject Matter Expert (SME) for SPOC integrations and provider support.

Escalate software defects and enhancement requests through JIRA while partnering with Development.

Perform root cause analysis and document resolutions.

Provide provider training and technical guidance.

Support new hire onboarding and knowledge sharing.

Remote Customer Support Supervisor Xtend Healthcare Remote 2021–2023

Supervised and coached 60–100 remote customer support agents.

Managed quality assurance, workforce performance, and onboarding.

Used Zendesk and other support platforms to resolve customer issues.

Conducted interviews, performance reviews, and reporting.

Technical Assistance Specialist Lead Harris County Appraisal District 2018–2021

Processed complex property tax inquiries and legal documentation.

Improved team processes and customer service.

Generated reports and maintained confidential records.

Additional Experience

Telephone Information Specialist – Harris County Appraisal District (2016–2018)

Senior Customer Service Specialist – City of Houston Municipal Courts (2012–2014)

Education

Associate of Applied Science, Psychology – Houston Community College

High School Diploma – Forest Brook High School

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