Daniel Cain
Coquille
Summary
I'm a Technical Customer Support professional bringing valuable experience to many roles. Have worked in multiple front line positions while effectivly resolving customer issues under big umbrella companies. Highly team collaborative, with strong focus on getting the proper information to teams who can help resolve issues. Fluent in multiple CRM suites with a typing speed of 70+ wpm and happy to accept side tasks.
Overview
6
6
years of professional experience
Work History
Technical Support Specialist
Lever with Employ
03.2023 - 05.2025
- Provided advanced technical support to customers via phone, email and live chat while responding promptly to all inquiries within SLA handling approximately 45 touches per day.
- Further developed customer service skills, such as problem-solving, troubleshooting, communication and conflict resolution.
- Managed customer interactions using CRM software tools such as Salesforce, Zendesk, Kustomer and more!
- Maintained knowledge of current tech and software changes to ensure optimal customer service experience.
- Tested new products prior to launch in order to ensure compatibility with existing platforms while improving software performance by identifying problems and recommending changes.
- Grew knowledge of API and reading SQL code in query, to locate and determine cause of surfaced issues/inquiries.
Customer Service Representative
Lever with FCR
02.2022 - 03.2023
- Handled around 50 customer inquiries daily, in a courteous and efficient manner.
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.
- Maintained detailed notes and logged notes for review, around all customer interactions.
- Further learning in HTML, SQL, SaaS support and QE.
Customer Support Specialist
FCR
10.2019 - 02.2022
- Utilized remote desktop software for troubleshooting customer inquiries to retrieve resolution by conducting research using various resources, including online databases and internal documentation.
- Documented customer inquiries and resolutions, in ticketing systems for future reference.
- Grew strong organizational skills to manage multiple tasks simultaneously while maintaining accuracy of work.
- Leveraged creative thinking abilities to generate innovative solutions for challenging or unique customer requests.
- Researched complex issues for resolution by leveraging internal/external resources and third party vendors as needed.
Education
High School Diploma -
Yerington High School
Yerington, NVSkills
- CRM software proficiency with award winning metrics
- Profession, Reliable, Problem-solving, Love to learn attitude
- Lived in Kustomer, Zendesk, Salesforce, Confluence and more!
- Remote Customer support Specialist
- Analytical, Excel, MS Word, Postman, Looker, Query Explorer, Chrome console
- Typing speed of 100 WPM with own ergo home office
Timeline
Technical Support Specialist
Lever with Employ
03.2023 - 05.2025
Customer Service Representative
Lever with FCR
02.2022 - 03.2023
Customer Support Specialist
FCR
10.2019 - 02.2022
High School Diploma -
Yerington High School