Brandy Kinsman
American Fork
Summary
Passionate problem-solver focused on root causes to address issues and prevent recurrence. Extensive experience in support and escalations fosters collaboration with customers, product teams, and development to transform complex challenges into meaningful solutions. Thrives in complex and ambiguous environments, recognized as the go-to resource for effectively navigating and resolving intricate situations.
Overview
5
5
years of professional experience
Work History
Technical Support Product Specialist
JobNimbus
Lehi, UT
04.2025 - Current
- Executed responsibilities aligned with escalations specialist role to ensure effective issue resolution.
- Evaluated and synthesized data regarding common issues and user feedback to inform product teams on potential software improvements.
- Analyzed and refined internal support systems to improve productivity and drive ROI.
- Established comprehensive documentation of processes and product knowledge to enhance operational efficiency.
- Facilitated deployment of AI technologies, ensuring alignment with organizational goals and user needs.
- Conducted training sessions for customer-facing departments to improve product knowledge and troubleshooting techniques.
Escalations Specialist
JobNimbus
Lehi, UT
08.2024 - 04.2025
- Analyzed software issues and articulated clear bug reports for the Product team to facilitate prompt fixes.
- Facilitated resolution of escalated customer issues through effective communication and problem-solving strategies.
- Monitored case metrics, ensuring timely follow-up and adherence to company standards for resolution times.
- Provided mentorship to junior specialists, fostering skill development and enhancing team performance.
- Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
- Fostered strong relationships with clients by consistently demonstrating empathy, understanding, and dedication to resolving their concerns satisfactorily.
QuickBooks Support / Onboarding Specialist
JobNimbus
Lehi, UT
07.2024 - 08.2024
- Executed comprehensive onboarding and configuration of QuickBooks for enhanced accounting efficiency.
- Diagnosed and resolved sync issues to ensure data integrity and accuracy.
- Reviewed and revised onboarding documentation to ensure clarity and effectiveness in training processes.
Technical Support Specialist
JobNimbus
Lehi, UT
03.2023 - 07.2024
- Delivered comprehensive support services via chat, email, and phone to enhance customer experience.
- Oversaw the entire lifecycle of issues, from identification to resolution, to enhance operational efficiency.
- Updated and organized detailed records to enhance accessibility and accuracy.
- Resolved technical issues for clients using JobNimbus platform, enhancing customer satisfaction.
- Trained new staff on JobNimbus functionalities, fostering a knowledgeable support environment.
- Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
Onboarding Technical Support Specialist
Weave
Lehi, UT
09.2021 - 09.2022
- Resolved technical issues for customers utilizing Weave's communication platform.
- Provided training to new customers utilizing Weave's communication platform.
- Maintained detailed records of customer interactions to support effective tracking and ensure accountability.
Education
High School Diploma -
Murray High School
Murray, UTSkills
- Quick Communication Execution (105 WPM Average)
- Proficient in Supporting Software (HubSpot, Atlassian, Pendo, Slack, Zapier, etc)
- Proficient in AI Tools (Claude, ChatGPT, etc)
- Data Analysis and Reporting
- Operational Efficiency Enhancement
- Structured and Effective Documentation
- Customer Relationship Management
- Product and Process Training Management
- Technical Problem Identification and Resolution
Timeline
Technical Support Product Specialist
JobNimbus
04.2025 - Current
Escalations Specialist
JobNimbus
08.2024 - 04.2025
QuickBooks Support / Onboarding Specialist
JobNimbus
07.2024 - 08.2024
Technical Support Specialist
JobNimbus
03.2023 - 07.2024
Onboarding Technical Support Specialist
Weave
09.2021 - 09.2022
High School Diploma -
Murray High School