FAITH PIERRE
Jacksonville,FL
Summary
Detail-oriented Technical Support Professional with over 5 years of experience in troubleshooting and resolving complex issues across SaaS and healthcare sectors. Skilled in investigating technical problems, documenting findings, and collaborating with Engineering teams. Proficient in REST APIs, SQL, Jira, and support ticketing systems, with a strong track record in managing priorities and delivering clear technical communication.
Overview
5
5
years of professional experience
Work History
Technical Support Specialist
Budderfly
08.2024 - Current
- Troubleshoot complex technical issues for B2B customers using a web-based SaaS platform, including API failures, integration problems, billing issues, and data synchronization errors.
- Investigated customer-reported issues using Postman, Chrome DevTools, platform logs, SQL, and browser-based troubleshooting tools, identifying root causes to facilitate timely resolutions.
- Reproduce technical issues and gather relevant error details, request information, logs, and customer impact before escalating issues to Engineering.
- Created detailed Jira tickets with reproduction steps, technical findings, and supporting evidence to ensure clear communication of customer impact for effective tracking.
- Partner with Engineering to investigate recurring API, webhook, integration, and data synchronization issues and support the resolution of product defects.
- Documented troubleshooting procedures and recurring issues to enhance consistency and minimize repeat occurrences.
- Support customers through tickets, live chat, and virtual screen-sharing sessions while translating technical information into clear, understandable next steps.
Member Advocate II
Centene
08.2023 - 08.2024
- Managed high-priority customer issues while maintaining accuracy, documentation, quality, and compliance requirements.
- Investigated discrepancies and errors in account, claim, and enrollment information to identify effective resolution paths.
- Communicated complex information clearly while helping customers understand available resolutions and next steps.
- Managed high-priority customer issues, ensuring accuracy and compliance while maintaining thorough documentation and quality standards.
- Communicated complex information clearly to help customers understand resolutions and next steps.
Customer Service Representative
Progressive Insurance
05.2021 - 08.2023
- Managed high volume of customer contacts regarding billing, payments, claims intake, policy questions, and account issues to ensure timely issue resolution.
- Investigated account and policy information to identify discrepancies and resolve customer concerns, enhancing customer satisfaction.
- Investigated account and policy information to identify discrepancies and resolve customer concerns accurately.
- Documented customer interactions and resolutions while addressing multiple issues efficiently in a fast-paced environment.
- Consistently worked within service-level, quality, and schedule-adherence expectations.
Education
Associate of Science -
Georgia Military College
Milledgeville, GASkills
- Technical Support
- Troubleshooting
- SaaS
- REST APIs
- Postman
- Customer Relationship Management
- SQL
- Jira
- Root Cause Analysis
- Bug Reproduction
- Technical Documentation
Timeline
Technical Support Specialist
Budderfly
08.2024 - Current
Member Advocate II
Centene
08.2023 - 08.2024
Customer Service Representative
Progressive Insurance
05.2021 - 08.2023
Associate of Science -
Georgia Military College