Teresa Clark
Concord
Summary
Knowledgeable and dedicated customer service professional/Researcher with 9 years extensive experience in Jackrabbit Technologies Class verticals. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients and team members. Specialize in balancing priorities, concentrating on quality, speed and accuracy of replicating issues found. Motivated to maintain customer satisfaction and contribute to company success.
Overview
9
9
years of professional experience
Work History
Software Support Representative II – Research Specialist
Jackrabbit Technologies
07.2021 - Current
- Monitors Research Queue in Team Support for research escalations from Support Team
- Analysis’ research escalations
- Escalates bugs, nonfunctional issues and changes needed to Dev Support Team through Jira
- Writes basic SQL queries to assist Dev Support Team
- Monitors multiple Slack channels for patterns of issues clients are experiencing
- Keeps the Support Team abreast of known issues clients are experiencing
- Serves as point person or lead in any outage scenarios or urgent situations when Support Team Manager is unavailable
- Assists Support Team Manager with day-to-day operations
- Creates and maintains Support schedule with guidance of Support Team Manager’s needs
- Coordinates and conducts Support Team training
- Mentors’ new hires.
Customer Service Support Representative
Jackrabbit Technologies
01.2015 - 07.2021
- Offers advice and assistance to customers, paying attention to special needs or wants
- Maintains customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Assist Support Team Manager with coaching and mentoring of new employees
- Works closely with each customer to carefully resolve issues within timely fashion
- Provides online demonstrations to educate customers on product features and online help resources
- Promotes superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly
- Assists customers by listening closely, finding solutions to problems and making recommendations based on extensive product knowledge
- Member of the Imports Team for 4 years providing accurate date imports for new customers using proficiency in excel
- Member of the Web Integration Team for 2 years showing proficiency in basic html query strings.
Education
Associate of Arts - Liberal Arts and General Studies
Rowan Cabarrus Community College
Concord, NC05.2003
Skills
- Browser Stack Testing Mobile Applications
- Experience with SQL (Basic Coding)
- Excellent Communication Skills
- Highly Organized, with ability to multitask
- Performs well under pressure
- Knowledgeable with Jira
- Collaborative Team Player
- Product expertise
- Tracking and Documentation
- Technical issues analysis
- Problem-Solving
- Attention to Detail
Timeline
Software Support Representative II – Research Specialist
Jackrabbit Technologies
07.2021 - Current
Customer Service Support Representative
Jackrabbit Technologies
01.2015 - 07.2021
Associate of Arts - Liberal Arts and General Studies
Rowan Cabarrus Community College
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