Customer & Technical Support Specialist

Nick Von Mosch

*******************@*****.*** 763-***-****

LinkedIn: linkedin.com/in/nick-von-mosch-28794a68/

Professional Summary

Dedicated Customer Support and Technical Support Professional with 10+ years of experience delivering exceptional customer service, resolving complex issues, and supporting software and technology users. Proven ability to build strong customer relationships, troubleshoot technical problems, provide effective training, and improve customer satisfaction. Skilled at communicating technical concepts to non-technical users while maintaining a positive and professional customer experience.

Core Skills

Customer Support & Customer Service

Client Onboarding & Account Support

Issue Resolution & Troubleshooting

Customer Training & Education

Phone, Email & Chat Support

Ticket Management & Escalation

CRM & Ticketing Systems: Salesforce, Jira, Freshdesk

Remote Support: TeamViewer, Zoom, Slack, AnyDesk

Documentation & Process Improvement

Conflict Resolution & Problem Solving

Cross-Functional Collaboration

Windows 10/11 Support

Networking Fundamentals (TCP/IP, Connectivity Troubleshooting)

Professional Experience

SPS Commerce Minneapolis, MN

Associate Customer Systems Analyst Aug 2023 – Present

Serve as a primary point of contact for retail partners during onboarding, ensuring a smooth and positive customer experience.

Resolve customer issues related to account setup, order processing, system access, and software configurations.

Guide customers through platform functionality and best practices, increasing user confidence and adoption.

Investigate and troubleshoot complex technical concerns while maintaining clear communication and timely follow-up.

Collaborate with internal teams to identify recurring customer challenges and improve support processes.

Maintain detailed customer records and case documentation to ensure accurate issue tracking and resolution.

Federal Cartridge Anoka, MN

Trainer & Ammunition Specialist Jun 2018 – Jul 2023

Delivered hands-on training to new and existing employees, ensuring understanding of procedures, safety standards, and operational requirements.

Provided ongoing support and coaching to employees, helping resolve questions and improve performance.

Maintained accurate documentation and records while adhering to strict regulatory and quality standards.

Developed strong communication and problem-solving skills through daily interaction with diverse teams.

VISUM, LLC Minneapolis, MN

Help Desk Specialist II Aug 2013 – Jun 2017

Provided Tier 1 and Tier 2 customer support for SaaS applications through phone, email, and remote support channels.

Resolved user issues involving login access, software configuration, networking, and application performance.

Managed support tickets from initial contact through resolution while meeting service expectations.

Assisted customers with account management, troubleshooting, and technical guidance.

Documented recurring issues and solutions to improve knowledge sharing and support efficiency.

Partnered with development teams to identify software defects and communicate customer feedback.

Education & Technical Training

Anoka-Ramsey Community College

Relevant Coursework:

Help Desk Support

Data Telecommunications

Networking

Contact this candidate