Sarah Cain
Coquille,OR
Summary
Dynamic Technical Support Specialist with a proven track record at Employ, excelling in SaaS application support and customer communication. Expert in diagnosing complex issues and simplifying technical concepts for users. Achieved high CSAT scores while managing high-volume ticket queues, demonstrating exceptional multitasking and prioritization skills.
Overview
7
7
years of professional experience
Work History
Technical Support Specialist
Employ
Remote
05.2023 - 05.2025
- Provided support for the Lever ATS platform including user access issues, integration errors, workflow configurations and more
- Delivered high quality support to clients via chat, email and phone
- Maintained high CSAT scores and low resolution times
- Provided technical support for a SaaS-based ATS, including managing tickets, reproducing bugs, and collaborating with internal teams on escalations
- Assisted users with data imports/exports, custom reports, and interpreting analytics dashboards
- Helped users optimize their ATS workflows such as approval chains, interview scheduling, automation workflows, and more
- Managed high-volume ticket queues while maintaining exceptional levels of customer service and satisfaction.
- Explained technical information in clear terms to promote better understanding for non-technical users.
Customer Support Representative
First Call Resolution
Remote
05.2021 - 05.2023
- Delivered high quality, empathetic technical support via chat, email and phone
- Triaged issues efficiently and escalated to appropriate internal teams as needed.
- Balanced multiple priorities while maintaining a focus on excellent communication skills and attention to detail.
- Maintained comprehensive knowledge of products and services, ensuring accurate information was provided to customers.
Cashier
Goodwill
Coos Bay, OR
09.2020 - 12.2020
- Greeted customers entering store and responded promptly to customer needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Restocked and organized merchandise in front lanes.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Stocked, tagged and displayed merchandise as required.
- Contributed to store success by maintaining high standards of cleanliness throughout the facility.
Technical Support Staff
First Call Resolution
Coos Bay, OR
09.2018 - 10.2019
- Improved customer satisfaction by efficiently diagnosing and resolving system and internet connection issues.
- Resolved access issues and identified bugs within the Zwift virtual cycling platform.
- Worked on the E-commerce team to assist with online orders, refunds etc.
- Used ticketing systems to manage and process support actions and requests.
Education
High School Diploma -
Coquille High School
Coquille, OR2011
Skills
- Customer Communication: Strong written and verbal communication skills with a customer-focused mindset
- Simplifying Technical Concepts: Skilled in translating complex technical issues and jargon into clear, user-friendly language to help non-technical users understand and resolve problems efficiently
- Issue Diagnosis & Troubleshooting: Skilled at identifying root causes of technical issues through effective questioning, analysis and testing
- SaaS Application Support: Provided technical support for a SaaS-based ATS including managing tickets, reproducing bugs, and collaborating with internal teams on escalations
- Ticketing Systems Proficiency: Experienced with platforms like Zendesk, Salesforce and Jira for managing support cases and tracking issues
- Multitasking & Prioritization: Efficient at managing multiple tickets while prioritizing urgent issues and maintaining SLA response times
- Innovative Troubleshooting: Apply creative thinking to resolve atypical technical issues when standard solutions fall short
Timeline
Technical Support Specialist
Employ
05.2023 - 05.2025
Customer Support Representative
First Call Resolution
05.2021 - 05.2023
Cashier
Goodwill
09.2020 - 12.2020
Technical Support Staff
First Call Resolution
09.2018 - 10.2019
High School Diploma -
Coquille High School