Justin Lee
Tucson,Arizona
Summary
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
6
6
years of professional experience
Work History
Tier 3 Technical Support Representative
Quicken
03.2023 - Current
- Diagnosed and resolved advanced technical issues in personal finance software, providing high-level support to Tier 2 agents and enabling them to assist Tier 1 agents effectively.
- Investigated complex customer issues involving connectivity with bank accounts and software functionality, using logs from Intuit’s Financial Data Platform to analyze and trace root causes.
- Collaborated closely with product and engineering teams, writing clear, concise bug reports and support tickets that facilitate efficient troubleshooting and resolution of issues in code and application flow.
- Streamlined bug tracking and reporting by using JIRA to log issues, document detailed reproduction steps, and prioritize cases, ensuring engineering teams have clear, actionable information for timely resolution.
Technical Support Representative
Quicken
08.2022 - 03.2023
- Provided direct support to customers, assisting with a range of technical issues related to Quicken’s personal finance software, including connectivity problems with bank accounts and application functionality.
- Conducted initial troubleshooting steps by gathering information, analyzing customer-reported issues, and guiding customers through diagnostic processes to identify potential root causes.
- Resolved a high volume of technical inquiries daily, maintaining high levels of customer satisfaction through clear communication, patience, and efficient problem-solving.
- Educated customers on software usage and best practices, offering tips and guidance to prevent recurring issues and empowering users to get the most out of the product.
Personal Lines Insurance Sales
Afni, Inc
07.2021 - 06.2022
- Recommended type and amount of coverage based on analysis of customers' circumstances using sales techniques.
- Cultivated relationships with clients to identify and meet insurance needs and establish trust and rapport.
- Provided comprehensive product knowledge and guidance to help clients on product selection.
Digital Marketing Sales
Logical Position
01.2021 - 07.2021
- Prospected and engaged businesses running Paid Search campaigns, offering Logical Position’s digital marketing services to help improve their online visibility, conversions, and overall advertising ROI.
- Educated potential clients on PPC strategies and best practices, including the use of Single Keyword Ad Groups (SKAGs), which optimize ad relevance and targeting within Google’s PPC platform.
- Analyzed key marketing metrics such as conversion rates, click-through rates (CTR), and cost-per-click (CPC) to demonstrate the potential benefits and cost-effectiveness of tailored PPC campaigns for prospective clients.
Tier 2 Petro Technical Analyst
Verifone
05.2020 - 01.2021
- Provided advanced technical support to gas station employees for Verifone’s payment hardware and networking systems.
- Troubleshot and resolved complex issues in payment hardware and network connectivity by identifying breaking points, and pinpointing root causes of hardware or connectivity failures.
- Utilized Salesforce to document customer interactions, track troubleshooting steps, and manage service requests.
Customer Service Trainer
Afni
01.2019 - 05.2020
- Led training programs for groups of up to 25 new hires and experienced agents, covering essential skills such as call handling, customer service excellence, product knowledge, and technical troubleshooting.
- Assessed trainee progress through performance evaluations, feedback sessions, and one-on-one coaching, offering personalized guidance to support their learning and skill development.
Education
High School Diploma -
Haines City High School
Haines City, FL06-2016
Skills
- Javascript
- Web Development
- Nodejs
- React
- Type Script
- Software Debugging
- Splunk
- Familiar with ticketing systems (Sales Force, JIRA, etc)
Timeline
Tier 3 Technical Support Representative
Quicken
03.2023 - Current
Technical Support Representative
Quicken
08.2022 - 03.2023
Personal Lines Insurance Sales
Afni, Inc
07.2021 - 06.2022
Digital Marketing Sales
Logical Position
01.2021 - 07.2021
Tier 2 Petro Technical Analyst
Verifone
05.2020 - 01.2021
Customer Service Trainer
Afni
01.2019 - 05.2020
High School Diploma -
Haines City High School
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