Hi, I’m
Marc Watts
Greenville,SC
Summary
Technical Support Specialist with 11+ years of helpdesk and customer service experience. Proven proficiency in delivering comprehensive software support to customers. Adept at identifying issues promptly and streamlining solutions for efficient resolution of technical problems. Committed to providing exceptional service and ensuring utmost customer satisfaction.
Overview
9
years of professional experience
Work History
Dark Matter Technologies
Technical Support Consultant
03.2021 - 03.2024
Job overview
- Established strong relationships with clients, fostering trust and loyalty through exceptional communication skills and professionalism.
- Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
- 100% responsible for troubleshooting and resolving each ticket or client call during first interaction if possible, escalating only when necessary
- Managed high levels of call flow and responded to technical support needs.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Averaged over 25 new tickets directly from clients via phone, email, chat and zoom
- Resolved and closed over 200 customer support cases per month
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Documented all client interactions accurately in CRM system while maintaining strict confidentiality standards.
- Trained peers and management team on internal systems and implementation plans
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Assisted in the creation of product documentation and user guides, enabling customers to better understand software functionality and features.
- Supported sales team efforts by providing in-depth product knowledge during client presentations and discussions.
- Collaborated with cross-functional teams to develop innovative solutions for complex technical problems.
- Member of a team who plans, designs, builds and regression tests initial Empower configurations to ensure an excellent client user experience for new Black Knight/Dark Matter clients
New American Funding, LLC
Business Analyst
08.2020 - 03.2021
Job overview
- Provides excellent Encompass mortgage software support to over 5,000 LOS users daily
- Actively worked 15-20 new tickets per day while working projects with individual business units
- Works with a team of business analysts and our in-house compliance team to research, evaluate, test and implement Encompass upgrades according to government regulations, guidelines, policies and risk procedures
- Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
- Part of team responsible for creating personas, users, user groups, milestones, eFolder, loan documents, loan programs and loan templates
- Creates ad-hoc reports that provides Encompass updates and changes and delivers them to the business units and training department for evaluation and discussion
- Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.
- Performed gap analysis between existing systems or processes and desired state, identifying areas for improvement or enhancement.
- Optimized workflow processes to enhance overall productivity and achieve operational excellence.
Allen Tate Mortgage Partners, LLC
Technical Support Team Lead
09.2017 - 08.2020
Job overview
- Enhanced customer satisfaction by promptly addressing technical issues and providing effective solutions.
- Led a team of technical support specialists, ensuring efficient issue resolution and timely customer followups.
- Provided excellent mortgage software support to 85 internal users
- Used ticketing systems to manage and process support actions and requests.
- Managed daily operations of the technical support department, ensuring full compliance with company policies and procedures.
- Helped design and implement new Encompass software system upgrade for the company in Q3/Q4 2017
- Resolves over 100 end user and end customer related cases each month
- Reduced ticket backlog by implementing effective prioritization strategies and delegating tasks accordingly.
- Developed comprehensive training programs for new hires, resulting in faster ramp-up times and increased productivity levels.
- Worked with business units on projects to enhance the efficiency of the mortgage loan origination software with a focus on improving functionality and profitability
- Spearheaded efforts to improve response times, significantly reducing average time-to-resolution metrics.
- Trains peers and management team on Encompass functionality, system support updates and helps design new implementation plans to deliver improved efficiency and maximize return on our Encompass investment
- Part of a team responsible for creating personas, users, user groups, milestone workflows, eFolder organizational setup, loan documents, loan programs and loan and data templates
Success Mortgage Partners
Software Administrator
06.2015 - 09.2017
Job overview
- Partnered with software vendors, ensuring timely resolution of issues and optimal performance by maintaining a strong relationship with their support teams.
- Established comprehensive documentation for software administration procedures, providing clear guidance for future maintenance tasks.
- Responsible for troubleshooting and resolving over 30 incoming tickets per day during first interaction if possible, escalating with LOS software vendor only when necessary
- Conducted thorough system audits to identify areas for improvement, leading to increased efficiency and better resource utilization.
- Coordinated software upgrades with minimal disruption to users'' workflows through careful planning and communication efforts.
- Troubleshot and resolved complex technical issues, restoring system functionality quickly and effectively.
- Collaborated with cross-functional teams to develop and implement new features, enhancing product functionality and user experience.
- Resolved and closed over 250 customer support cases per month
- Planned the succession of existing associates at all levels through employee training and mentoring promising associates
- Planned and implemented upgrades to system hardware and software.
- Trained peers and management team on internal systems and implementation plans
- Guaranteed compliance with company policies and procedures by holding hourly Associates accountable, maintaining quality assurance standards while developing and implementing plans of action to correct insufficiencies
- Drove financial performance of assigned area by ensuring sales and profit goals were achieved by identifying and delegating responsibilities for employees
Education
Clemson University
BS from Materials Engineering
Skills
- Technical Support
- Problem Resolution
- Email Support
- Customer Support
- Remote Support
- Phone Support
- Chat Support
- B2B & B2C Support
- SaaS Product Support
- Customer Satisfaction
- SLA Adherence
- CRM Management
- Ticket management
- Jira
- Microsoft Outlook
- Application installations
- User Support
- Product Troubleshooting
- Technical Troubleshooting
Knowledge & Skills
- Technical Support/Technical Assistance
- Email/Phone/Zoom/Chat support
- B2B/B2C end user support
- SaaS Product Support
- Customer Satisfaction
- Problem Solving
- SLA adherence
- Queue/CRM Management
- Jira
- Call Center Tier I Support
- Helpdesk Support
- Microsoft Office
Timeline
Technical Support Consultant
Dark Matter Technologies
03.2021 - 03.2024
Business Analyst
New American Funding, LLC
08.2020 - 03.2021
Technical Support Team Lead
Allen Tate Mortgage Partners, LLC
09.2017 - 08.2020
Software Administrator
Success Mortgage Partners
06.2015 - 09.2017
Clemson University
BS from Materials Engineering
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