Summary
Overview
Work History
Education
Skills
Websites
Timeline
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DENVER JACOBS

Summary

Experienced technical support specialist with over 10 years in client-facing roles, focused on SaaS and hardware products. Skilled in delivering exceptional customer service and effectively resolving technical challenges to maximize user satisfaction. Strong communicator, capable of translating complex technical information for diverse audiences. Proficient in building lasting client relationships and enhancing support processes to drive efficiency and improvement. Dedicated to helping clients achieve their goals through effective solutions and support.

Overview

11
11
years of professional experience

Work History

Technical Support Associate

Wolters Kluwer
Remote, OH
05.2023 - Current
  • Supports Clinical Effectiveness software UpToDate to effectively resolve technical inquiries over the phone and email related to system & product issues.
  • Identify, resolve, and escalate issues, when necessary, document interactions in CRM database Salesforce and Jira.
  • Collaborates with cross-functional teams for escalating and investigating customer-reported and emerging issues.
  • Participates in projects and process improvement initiatives, enhancing customer transparency and streamlined support processes.

Technical Expert

Apple inc.
Akron, OH
10.2013 - 05.2023
  • Assisted customer needs in software, hardware, sales, and configuration while entering case notes into CRM
  • Deepened and expanded client relationships, reducing churn rate using NPS scores, and implementing necessary pivots and/or changes based on feedback gathered
  • Coached and mentored current and new technicians on business operations, technical knowledge, and quarterly key performance indicators

Tier 2 Advisor

Apple inc.
Remote, OH
01.2020 - 01.2021
  • Provided support for software, hardware, sales, and account settings by addressing customer inquiries over the phone and utilizing screen-sharing.
  • Captured specific information and maintained data in proprietary CRM software while handling customer escalations from other teams.
  • Worked alongside team members to exceed all customer service key performance indicators and requests in a timely and efficient manner.

Education

High School Diploma -

Cleveland Central Catholic HS

Skills

  • Salesforce CRM Software
  • Jira and Confluence
  • Microsoft Office Suite
  • G Suite
  • Rapport Building
  • Conflict Resolution
  • Troubleshooting
  • Teamwork and Collaboration

Timeline

Technical Support Associate

Wolters Kluwer
05.2023 - Current

Tier 2 Advisor

Apple inc.
01.2020 - 01.2021

Technical Expert

Apple inc.
10.2013 - 05.2023

High School Diploma -

Cleveland Central Catholic HS

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DENVER JACOBS