Julian Cox
Littleton
Summary
Experienced, upbeat, and adaptable senior product support specialist with a proven track record of success. Thrives in a remote work environment, adept at effectively troubleshooting and resolving customer issues while maintaining a positive and professional demeanor. Strong background in providing exceptional customer service and technical expertise, skilled in identifying and implementing innovative solutions to enhance product functionality and user experience. Committed to delivering top-notch support, excels in collaborating with cross-functional teams to ensure customer satisfaction and drive business growth.
Overview
9
9
years of professional experience
Work History
Senior Product Support Specialist
Aline
06.2018 - 01.2025
- Managed escalated cases, ensuring swift resolution and minimizing potential negative impacts on client relationships.
- Enhanced product performance by conducting in-depth troubleshooting and resolving complex issues.
- Developed long-lasting customer relationships and have proudly been a main point of contact for my assigned clients.
- Reduced customer complaints by providing timely and effective product support to clients.
- Increased client retention rates through proactive communication and exceptional problem-solving skills.
- Improved customer satisfaction ratings with prompt and knowledgeable responses to inquiries.
- Contributed toward the establishment of a knowledge base, centralizing relevant support information for easier access and improving overall team efficiency.
- Collaborated with cross-functional teams to identify areas for product improvement, leading to increased usability.
- Mentored junior team members, fostering professional growth and improving overall team efficiency.
- Captured client feedback and recommended and advocated for product enhancements based on personal expertise and evaluation of customer needs.
Operations Technician
Osborn Visual Solutions
03.2017 - 05.2018
- Demonstrated expertise in equipment operation, contributing to higher quality outputs within tight deadlines.
- Conducted thorough root cause analyses for recurring issues, leading to long-term resolutions and minimized system disruptions.
- Served as a trusted resource for technical guidance, offering valuable input for most of the company's client base.
- Reduced equipment downtime through regular maintenance checks and swift troubleshooting.
Sales Representative
Denver Televation LLC
03.2016 - 02.2017
- Cold called several customers through sales opportunity lists that were provided.
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Achieved top performer status consistently through dedication to meeting goals and exceeding expectations.
- Exceeded sales targets through effective planning and goal setting.
- Utilized CRM software to manage client information, track leads, and monitor sales progress.
- Fostered collaborative environment, sharing best practices among sales team.
Education
High School Diploma -
Arapahoe High School
Centennial, CO05-2011
Skills
- User acceptance testing
- Issue resolution
- Product expertise
- Product lifecycle management
- Escalation management
- Remote support
- Incident management
- Telephone support
- CRM software
- Issue reporting
- Ticketing systems
- Teamwork and collaboration
Accomplishments
- After 3 years as a support specialist, I got promoted to account manager where I gained experience as a client success manager.
- Accomplished resolving 126 tickets in a single week.
Timeline
Senior Product Support Specialist
Aline
06.2018 - 01.2025
Operations Technician
Osborn Visual Solutions
03.2017 - 05.2018
Sales Representative
Denver Televation LLC
03.2016 - 02.2017
High School Diploma -
Arapahoe High School
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