Open to opportunities

Alexander Marthol

@alexandermarthol

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Dedicated Support Specialist with expertise in Customer Success and Relationship Management.

United States

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What I'm looking for

I seek a role that fosters collaboration, values customer feedback, and offers growth opportunities.

I am a dedicated Product Support Specialist with extensive experience in customer success and technical support within the SaaS industry. My journey began with a strong foundation in customer service, where I honed my skills in delivering high-quality support to users of various platforms, including Figma and GoFormz. My commitment to enhancing user satisfaction has driven me to master product knowledge and effectively resolve complex issues, ensuring a seamless experience for customers.

Throughout my career, I have successfully managed high-volume support queues, collaborated cross-functionally with product and engineering teams, and contributed to product improvements based on customer feedback. My ability to identify and resolve technical issues, coupled with my experience in conducting product training, has led to significant increases in customer acquisition and retention. I thrive in dynamic environments and am passionate about leveraging my skills to drive customer success and optimize user experiences.

Experience

Work history, roles, and key accomplishments

Current

Product Support Specialist

Current

Figma

Jan 2025 - Present (5 months)

Deliver high-quality customer support to Figma users, resolving complex issues related to billing and account management. Collaborate with internal teams to enhance user satisfaction and retention.

Customer Support Figma Customer Journey Mapping Technical Troubleshooting Escalation Management

Customer Support Representative

High Quality Water of San Diego

Jan 2024 - Nov 2024 (10 months)

Provided customer support while pursuing a full-time career in the SaaS industry, gaining valuable experience in customer interactions and service.

Customer Support Communication Skills Problem Solving Time Management Technical Support

Customer Success Representative

GoFormz

Jan 2022 - Jan 2024 (2 years)

Managed a high-volume queue of support tickets, resolving technical issues and collaborating with QA and Development teams to enhance customer satisfaction.

Customer Success Technical Troubleshooting Customer Onboarding Live Chat Support Zendesk

Tier I Technical Support Associate

TruMed Systems

Feb 2020 - Nov 2021 (1 year 9 months)

Provided frontline support for customers, troubleshooting hardware and software issues, and documenting contacts using various software tools.

Technical Support Troubleshooting Customer Service Salesforce Zendesk Documentation Problem Solving Communication Skills

Service Desk Associate

Web Manuals

Feb 2018 - Feb 2020 (2 years)

Led a product support team, providing exceptional customer service and conducting product training sessions, resulting in increased customer acquisition.

Customer Service Team Leadership Product Training Communication Skills Technical Support Customer Acquisition

Product Success Manager

Reflxion Health

May 2017 - Mar 2018 (10 months)

Managed product planning and tracking for high-visibility projects, collaborating with engineers to ensure project timelines were met.

Project Management Contract Negotiation Learning Management Systems Agile Methodologies

Patient Success Manager

Reflxion Health

Jun 2015 - May 2017 (1 year 11 months)

Provided technical support to patients and clinicians, conducting training sessions and ensuring compliance with standards.

Technical Support Customer Service Training QA Testing Communication Skills Problem Solving

Education

Degrees, certifications, and relevant coursework

Musicians Institute

Associate's Degree, Music Performance

2012 - 2013

Pursued an Associate's degree in Music Performance, which involved intensive training in musical techniques and performance skills, enhancing creativity and discipline.

University of San Diego

Bachelor's Degree, Business Administration

2007 - 2011

Completed a Bachelor's degree in Business Administration, focusing on various aspects of business management, finance, and marketing, which provided a strong foundation for a career in customer support and product management.