Summary
Overview
Work History
Education
Skills
Timeline
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Symone Thomas

Tucker,GA

Summary

Talented Support Specialist with expertise resolving issues within set time limits to maximize customer satisfaction. Excels at building customer loyalty and generating repeat business opportunities. Dependable and detail-oriented to manage multiple tasks and priorities. Devoted to giving every customer a positive and memorable experience.

Overview

4
4
years of professional experience

Work History

Technical Support Specialist

Verifiable
Austin (remote), TX
09.2023 - Current
  • Responsible for all advanced product and technical requests to resolve any customer roadblocks.
  • Collaborate with cross-functional teams, include product, sales, and customer success to provide feedback on customer issues and contribute to strategies for improving customer satisfaction rates with products and services offered by company.
  • Analyzed customer requirements and identified solutions that best fit their business objectives.

Technical Support Specialist

Highspot
Seattle (remote), WA
05.2022 - 12.2023
  • Provide technical software support to our customers on a wide
    variety of integrations with Highspot, including Email, CRM,
    SSO, and Content management systems.
  • Troubleshoot applications such as Outlook, GMail, Zoom,
    MSTeams, Salesforce, and cloud based products with use of HTML and CSS scripting language to identify the root cause of issues in complex
    enterprise systems.
  • Trained and presented to new staff team members as a subject matter expert on the Highspot product and the best practices for maintaining customer satisfaction.

Customer Support

OpenSpace
San Francisco (remote), CA
04.2021 - 05.2022
  • Help our customers rapidly & accurately resolve any issues
    they may have when using our product and owning the
    outcomes for each customer interaction by effectively
    documenting, tracking and navigating requests from
    inception through completion
  • Promote an environment for customer renewal by problem
    solving, collaborating across teams, and researching
    outcomes to ensure there are no technical barriers to the
    customer's ongoing success
  • Provided technical support to customers on cloud-based applications and products.

Customer Support Specialist

Autodesk
San Rafael (remote), CA
06.2020 - 04.2021
  • Research escalated technical issues on iOS, Windows, PC,
    and Android devices for Autodesk cloud-based applications via email, chats, and calls.
  • Promote overall customer satisfaction, product adoption, retention, and renewals.
  • Maintain rapport with customers to identify trends,
    patterns, and outliers and make decisions for best
    business outcomes.

Education

Bachelors of Applied Arts And Science - Interdisciplinary Studies

Georgia State University
Atlanta, GA
05-2023

Associate of Arts -

Cincinnati State Technical And Community College
Cincinnati, OH
08-2018

Skills

  • Technical Instruction
  • Technical Consulting
  • Presentation Skills
  • Customer Advocacy
  • Solution Selling
  • Documentation Development
  • Cross-Functional Communication
  • Relationship Building

Timeline

Technical Support Specialist

Verifiable
09.2023 - Current

Technical Support Specialist

Highspot
05.2022 - 12.2023

Customer Support

OpenSpace
04.2021 - 05.2022

Customer Support Specialist

Autodesk
06.2020 - 04.2021

Bachelors of Applied Arts And Science - Interdisciplinary Studies

Georgia State University

Associate of Arts -

Cincinnati State Technical And Community College

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Symone Thomas