Nicholas Hickman
Knoxville,MD
Summary
I graduated from Towson University in 2012 where I studied Sociology & Anthropology with a major in Criminal Justice, and a minor in Psychology. Since then I have accrued several years of experience in Customer Service, the IT, and Hospitality industries. I have worked on diverse global teams, in agile work environments, and in customer oriented help centers where critical thinking, and the everyday fast paced challenges of an ever developing technological world helped tremendously in my professional growth and experience.
Overview
9
9
years of professional experience
Work History
Senior Client Software Specialist
Employee Navigator
04.2023 - Current
- Work closely with licensed users to provide top tier support through calls, and email on the Employee Navigator software.
- Identify specific issues impacting user's ability to support companies using Employee Navigator, and track them accordingly.
- Assist in training new hires in the fundamentals of benefits knowledge along with utilizing soft skills to better support Employee Navigator clientele.
- Field escalations from insurance brokers in need of coaching in the usage of Employee Navigator, and available services being offered.
- Be a subject matter expert on all things Employee Navigator related, and demonstrate ability to triage known issues along with identifying workarounds to accommodate client expectations.
Product Support Specialist
Personal Capital
10.2021 - 04.2023
- Triage large volumes of support inquiries regarding the Personal Capital application.
- Connect with, and support high level clients to ensure complete satisfaction with their financial and investment profile as it is displayed to them.
- Troubleshoot irregularities and issues with data aggregation from financial institutions to the user's individual dashboard.
- Work with financial advisors and engineering teams to report bugs impacting user experiences.
Senior Problem Management Specialist
Vistaprint
08.2016 - 07.2021
- Prioritized software defects customers were experiencing for escalation to product and engineering teams
- Triaged and documented customer facing issues to prioritize a list to escalate to product and engineering teams
- Compiled customer feedback through Vistaprint's global customer care channels to share with the product and engineering teams
- Organized informative meetings to relay feature rollouts and updates regarding major changes being implemented and bug fixes
- Served as a Tier 3 escalation support resource for global customer care centers regarding digital and print product related inquiries
- Handled customer escalations sent through company executive channels
- Developed troubleshooting guides and product runbooks to be utilized by support teams worldwide
Education
Sociology & Anthropology
Towson University
Baltimore, MD05-2012
Skills
Techinical Support
Problem Management
Software Troubleshooting
SaaS
Zendesk
Customer Service
Timeline
Senior Client Software Specialist
Employee Navigator
04.2023 - Current
Product Support Specialist
Personal Capital
10.2021 - 04.2023
Senior Problem Management Specialist
Vistaprint
08.2016 - 07.2021
Sociology & Anthropology
Towson University
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