Jonathan Randol
Tucson,AZ
Summary
Accomplished Service Support Specialist with a proven track record at Intuit, enhancing customer satisfaction and architecting support processes for efficiency. Expertise in troubleshooting and technical support, coupled with exceptional communication skills, led to significant improvements in customer onboarding and support experiences. Mentored peers, fostered team collaboration and development, while excelling in customer relationship management.
Overview
22
22
years of professional experience
Work History
Service Support Specialist/Hosting SME
Intuit
07.2019 - Current
- Streamlined support processes for increased efficiency and faster response times.
- Facilitated smooth transition from local to hosted environment during customer onboarding and provided ongoing support for customers and agents.
- Trained and mentored junior Service Support Specialists in proper troubleshooting techniques, enabling them to provide effective solutions independently over time.
- Maintained detailed records of customer interactions and resolutions, utilizing data to identify trends and areas for improvement in the support process.
Service Support Representative
Aerotek Working for Intuit
11.2018 - 07.2019
- Enhanced customer satisfaction by efficiently addressing and resolving service-related issues.
- Provided technical assistance to customers experiencing difficulties with tax or systems issues, leading to a higher rate of issue resolution on the first contact.
Stay at Home Dad/Injury Recovery
None
02.2012 - 11.2018
I spent this time as a stay at home dad, while also recovering from a back injury/surgery.
Owner/Manager
Chateau Property Management Inc
01.2003 - 01.2012
Coordinated the acquisition, remodeling, lease and management of residential housing projects in Tucson Arizona.
Education
No Degree - Liberal Arts And General Studies
Southwestern Michigan College
Dowagiac, MINo Degree - Liberal Arts And General Studies
Pima Community College
Tucson, AZHigh School Diploma -
Comstock High School
Kalamazoo, MI05.1993
Skills
- Strong Troubleshooting and Technical Ability
- Excellent Verbal and Written Communication
- Service Level Agreement Understanding
- Strong Work Ethic
- Customer Rapport and Retention
- Customer Service and Customer Relationship Management
- Team Collaboration and Peer Development
- Data Analytics and Reporting
Timeline
Service Support Specialist/Hosting SME
Intuit
07.2019 - Current
Service Support Representative
Aerotek Working for Intuit
11.2018 - 07.2019
Stay at Home Dad/Injury Recovery
None
02.2012 - 11.2018
Owner/Manager
Chateau Property Management Inc
01.2003 - 01.2012
No Degree - Liberal Arts And General Studies
Southwestern Michigan College
No Degree - Liberal Arts And General Studies
Pima Community College
High School Diploma -
Comstock High School