Summary
Overview
Work History
Education
Skills
Websites
References
Timeline
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Christopher Rosa

Mesa,AZ

Summary

Dynamic Support Analyst with proven expertise at MRI Software in technical troubleshooting and customer service. Efficient professional with a background in providing technical support for end users as well as general support in data analysis being utilized within the software. Known for actively listening to user concerns, effective troubleshooting, and resolving issues quickly. Committed to exceeding customer expectations to maintain high levels of satisfaction.

Overview

3
3
years of professional experience

Work History

Support Analyst

MRI Software
04.2023 - 07.2023
  • Respond to inbound requests from all channels (phone, portal, e-case) within SLA in regard to specific issues with client data
  • Identify, assess, and resolve all new and existing concerns within a case or multiple cases for a particular client
  • Monitor, document, and manage the resolution process in a timely manner while effectively communicating the status of the case with the client to maintain a high degree of client satisfaction
  • Assist in the creation and maintenance of user and procedural documentation

Remote Assistance Advisor

Cruise
04.2023 - 07.2023
  • Troubleshooting technical issues faced by autonomous vehicles and human passengers
  • Maintaining a helpful and calm composure in simple or difficult situations alike, while always providing first-rate customer support
  • Recognizing patterns and properly categorize support issues
  • Aiding our fleet of driver-less vehicles in navigating their surroundings
  • Writing up details of scenarios requiring additional support by the Engineering Team
  • Quickly exercising a high degree of good judgment and independence
  • Thinking on my feet and handling situations which I may not have been specifically trained to address
  • Completing ad hoc projects as needed

Customer Support Specialist

Muck Rack
, Remote
07.2022 - 04.2023
  • Customer Support Live Chat and Phone/Zoom Support
  • Technical troubleshooting of software and workflows for users
  • Create new internal systems and processes for onboarding new teammates and refining existing workflows for the support team
  • Assisted users in creating and managing their day to day reporting and search strings for PR Workflows

Customer Support Lead | Customer Support Champion

ClickUp
San Diego, USA
03.2020 - 05.2022
  • Customer Support via Email & Live Chat
  • Technical troubleshooting of both our software and workflows from users
  • Editing and updating both public and internal documentation
  • Leading team meetings and discussions about workflows
  • Develop strategies for success in newer representatives using performance plans and regular auditing of messages sent to users for constructive feedback

Education

AA - General Education - Human & Behavioral Sciences

Grossmont College
El Cajon
06.2013

Skills

  • Data analysis
  • Documentation
  • Telephone support
  • Technical support
  • Live Support (Chat)
  • Time management
  • Onboarding
  • Internal training
  • User Training
  • Technical troubleshooting
  • Team leadership
  • Microsoft Office
  • User documentation
  • Case management
  • Customer service
  • Documentation editing
  • Team collaboration
  • Software troubleshooting

References

References available upon request.

Timeline

Support Analyst

MRI Software
04.2023 - 07.2023

Remote Assistance Advisor

Cruise
04.2023 - 07.2023

Customer Support Specialist

Muck Rack
07.2022 - 04.2023

Customer Support Lead | Customer Support Champion

ClickUp
03.2020 - 05.2022

AA - General Education - Human & Behavioral Sciences

Grossmont College

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Christopher Rosa