Jonathan Lima
Davenport,FL
Summary
Dynamic Technical Support Specialist with a proven track record at FARO Technologies Inc, adept in Technical Troubleshooting and fostering Customer Experience Management. Excelled in enhancing customer loyalty through expert resolution of complex technical issues and seamless collaboration across teams. Demonstrated exceptional problem-solving and organizational skills, significantly contributing to improved support processes and customer satisfaction.
Overview
14
14
years of professional experience
Work History
Technical Support Specialist Tier 3
FARO Technologies Inc
2016.12 - Current
- Provide on time 3rd level support with high quality and individual solutions or answers.
- Offer technical support to both, internal and external customers, as listed in the knowledge database.
- Escalate complex or unknown problems to the 4th level support, which require direct interaction with customer on site.
- Closely cooperate with the other support level teams and with other departments as Product Management, Engineering and Sales to ensure an excellent Customer Experience along the Support Chain.
- Provide technical support, basic guidance, extended troubleshooting and solutions or answers as listed in the guidelines.
- Respond to both, internal and external customers inquiries related to the organization´s hardware and software products.
- Escalate internally, when necessary, to other departments (Level 4 Engineering, Product Management, Engineering or Account Management)
- Thoroughly document customer inquiries in the CRM system
- Closely cooperate with the other support level teams to ensure an excellent Customer Experience along the Support Chain
- Actively provide input to process improvements and support the development of new processes.
Customer Service Representative
Trust International/SABRE
2015.02 - 2016.12
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Senior Assistant Store Manager
United World Soccer
2010.06 - 2015.02
- Enhanced customer satisfaction by providing exceptional service and addressing concerns promptly.
- Oversaw and managed operational and financial projects to deliver on time and within budget limitations.
- Collaborated with store manager to develop promotional events that drove increased foot traffic and sales conversions.
- Created a positive work environment by effectively resolving employee conflicts and fostering teamwork among staff members.
- Streamlined store operations by optimizing staff scheduling and task delegation.
- Monitored employee performance metrics closely which aided in identifying areas needing improvement or additional training opportunities.
- Managed inventory levels, ensuring optimal product availability for customers while minimizing overstock costs.
- Maintained visual merchandising standards, resulting in an appealing shopping experience for customers.
- Handled escalated customer complaints with professionalism which resulted in customer retention.
- Implemented loss prevention measures, significantly reducing instances of theft and shrinkage in the store.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
Education
No Degree - Criminal Justice
University of Central Florida
Orlando, FL05.2025
Skills
- Technical Troubleshooting
- Remote IT Implementation
- Remote Support
- Incident Management
- Application installations
- Customer Support
- Application support
- Customer experience management
- Technical documents comprehension
- Technical Support
- Issue Troubleshooting
- Customer service expert
- Microsoft Outlook
- Microsoft Office Specialist (MOS) Expert
- Windows 10
- Technical issues analysis
- Product Troubleshooting
- Hardware diagnostics
- Problem-Solving
- Remote Technical Support
- Organizational Skills
- Technical Documentation
Languages
Portuguese
Native or Bilingual
English
Native or Bilingual
Timeline
Technical Support Specialist Tier 3
FARO Technologies Inc
2016.12 - Current
Customer Service Representative
Trust International/SABRE
2015.02 - 2016.12
Senior Assistant Store Manager
United World Soccer
2010.06 - 2015.02
No Degree - Criminal Justice
University of Central Florida
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