Kevin Johnson
Dunedin
Summary
Product Support Specialist with 7 years of experience in providing customers top tier support. Work closely with Development teams to prioritize and resolve software bugs. Coordinate with Internal teams to keep customer facing documentation up to date and trending issues documented
Overview
8
8
years of professional experience
Work History
Product Support Specialist
Drift.com, Inc.
09.2022 - 01.2024
- Work directly with Product Team and Product Manager to prioritize bug fixes on a weekly basis
- Assist Tier 1 and 2 teams with resolving customer issues
- Analyze trending issues and coordinate with Internal teams to get customer facing documentation updated
- Bring customer feedback to Development Team to assist with future version release features.
Senior Customer Advocate
Drift.com, Inc.
05.2021 - 09.2022
- Place holder
Partner Support Consultant-Tier 2 Manage
ConnectWise
02.2018 - 05.2021
- Schedule calls with partners to resolve issues live
- Work as liaison between partners and Development team when reported issues are confirmed to be bugs
- Handle 3 concurrent chat sessions with partners resolving issues live.
Partner Support Consultant-Service Delivery
ConnectWise
05.2017 - 02.2018
- Touch Rate 77.3% higher than department average
- Close Rate 75% higher than department average
- Effectively handle and communicate with partners on all incoming phone calls.
Department Manager
Wal-Mart Stores, Inc.
03.2016 - 05.2017
- Oversaw inventory management processes, maintaining optimal stock levels while minimizing waste and losses due to shrinkage or obsolescence.
- Communicated with managers of other departments to maintain transparency.
Education
Master of Business Administration- Project Management -
Colorado Technical University
08.2018
Bachelor of Science in Environmental Science -
Florida State University
Skills
- Network Troubleshooting
- Remote Support
- Telephone support
- Hardware troubleshooting
Timeline
Product Support Specialist
Drift.com, Inc.
09.2022 - 01.2024
Senior Customer Advocate
Drift.com, Inc.
05.2021 - 09.2022
Partner Support Consultant-Tier 2 Manage
ConnectWise
02.2018 - 05.2021
Partner Support Consultant-Service Delivery
ConnectWise
05.2017 - 02.2018
Department Manager
Wal-Mart Stores, Inc.
03.2016 - 05.2017
Master of Business Administration- Project Management -
Colorado Technical University
Bachelor of Science in Environmental Science -
Florida State University
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