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Melissa Kriegl
Arcadia,FL
Summary
Customer Success & Technical Support Specialist with 20+ years of experience supporting education technology platforms used by government-funded adult education programs across multiple states.
I specialize in helping customers successfully adopt and use software through customer success, technical support, user onboarding, training, troubleshooting, and clear communication.
Throughout my career, I've served as a trusted liaison between customers and software development teams, resolving complex technical issues, creating documentation and knowledge base resources, and improving product usability and customer satisfaction.
My experience includes Customer Success, Technical Support, Customer Onboarding, User Training, Software Troubleshooting, Ticketing Systems, Software Documentation, Knowledge Base Development, Remote Customer Support, and Cross-functional Collaboration. I enjoy solving problems, building trusted customer relationships, and helping organizations maximize the value of their software investments.
Overview
25
25
years of professional experience
Work History
Customer Success & Technical Support Specialist |
BenchmarkITS
Spanish Fort, AL
01.2012 - Current
- Deliver customer success and technical support for SaaS platforms serving government-funded adult education programs across multiple states.
- Serve as the primary point of contact for educators, administrators, and program staff, providing support via phone, email, Microsoft Teams, and ticketing systems.
- Lead virtual onboarding and user training sessions to drive software adoption, user confidence, and customer success.
- Troubleshoot application, browser, operating system, and user issues while maintaining high customer satisfaction.
- Create and maintain user documentation, knowledge base articles, training guides, and leverage AI productivity tools to improve self-service resources, streamline content development, and reduce recurring support requests.
- Partner with software developers to identify recurring issues, validate software releases, and improve product usability.
- Manage support cases from initial contact through resolution, ensuring accurate documentation, timely follow-up, and positive customer outcomes.
- Build long-term customer relationships through responsive communication, technical guidance, and proactive problem-solving.
- Participate in software testing and user acceptance testing (UAT) prior to production releases.
- Collaborate across Customer Success, Development, and Product teams to improve workflows, enhance the customer experience, and support continuous product improvement.
- Leverage AI productivity tools to accelerate documentation, research, troubleshooting, training content creation, and customer communications while maintaining accuracy and a high-quality customer experience.
Office Manager (Concurrent Role)
Alliant Data Systems, Inc.
Atmore, AL
01.2012 - 01.2020
- Managed daily office operations, including scheduling appointments, coordinating meetings, and handling correspondence
- Developed and implemented efficient filing systems to improve document organization and retrieval
- Oversaw inventory management, ensuring adequate supply levels while minimizing waste and reducing costs
- Maintained confidential employee records, ensuring compliance with privacy regulations
- Assisted in the recruitment process by screening resumes, scheduling initial and follow-up interviews
- Prepared reports on office expenses, budget variances, and operational performance for senior management review
- Developed standardized procedures for administrative tasks such as travel arrangements, expense reporting, and meeting coordination
- Provided training to new employees on company policies/procedures as well as proper use of office equipment/software tools
- Tracked office expenses and identified areas for cost-saving measures
Customer Support, Training
Access Software
Atmore, AL
06.2001 - 06.2012
- Resolved customer inquiries via phone and email, ensuring high-quality service delivery.
- Collaborated with team members to create engaging presentations and training curricula.
- Organized meetings and developed comprehensive agendas for effective discussions.
- Supported event planning and execution, ensuring successful in-person engagements.
- Fostered positive relationships with staff and management to enhance workplace dynamics.
- Assisted human resources in employee management and organizational planning initiatives.
Education
Bachelor's degree - Communications
Auburn University at Montgomery
Montgomery, ALMontgomery, AL
Skills
- Customer Success
- Technical Support
- Customer Onboarding
- User Training
- Technical Troubleshooting
- Customer Relationship Management
- Ticketing Systems
- Software Documentation
- Knowledge Base Development
- Microsoft 365
- Remote Customer Support
- Process Improvement
- Cross-functional Collaboration
- User Acceptance Testing (UAT)
- Client Support
Languages
English
Work Preference
Work Type
Full TimeLocation Preference
RemoteTimeline
Customer Success & Technical Support Specialist |
BenchmarkITS
01.2012 - Current
Office Manager (Concurrent Role)
Alliant Data Systems, Inc.
01.2012 - 01.2020
Customer Support, Training
Access Software
06.2001 - 06.2012
Bachelor's degree - Communications
Auburn University at Montgomery