Cieara Hopper`
@ciearahopper
Experienced Product Support Specialist with a focus on customer satisfaction.
United StatesWhat I'm looking for
I am a dedicated Product Support Specialist with over 5 years of experience in customer and product support roles. My journey began with a strong foundation in technical support, where I honed my problem-solving skills and developed a passion for helping customers navigate complex issues. Currently, I work at AvidXchange, where I troubleshoot and resolve issues related to our SAAS platforms, ensuring a seamless experience for our clients.
Throughout my career, I have consistently leveraged my communication skills to interact empathetically with customers, providing them with effective solutions and temporary workarounds. My ability to analyze complex problems and collaborate with product teams has allowed me to contribute to product enhancements and improve customer satisfaction. I take pride in my commitment to continuous learning and professional development, which drives me to stay updated on industry trends and best practices.
Experience
Work history, roles, and key accomplishments
Product Support Specialist
AvidXchange
Oct 2022 - Present (2 years 8 months)
As a Product Support Specialist, I troubleshoot and resolve issues related to our SAAS platforms, leveraging Salesforce for ticket management and utilizing SQL for in-depth research. I ensure a positive customer experience through effective communication and collaboration with the product team.
Customer Service Representative
AvidXchange
Nov 2021 - Nov 2022 (1 year)
In my role as a Customer Service Representative, I gained a comprehensive understanding of the case management process, resolving customer issues through critical thinking and collaboration with the product team while providing basic product training.
Technical Support Lead
Spectrum Business Repair
Jan 2019 - Jul 2021 (2 years 6 months)
As a Technical Support Lead, I managed service tickets, resolved escalated issues, and provided training to peers. I collaborated with various teams to analyze data and improve service reliability while ensuring a positive customer experience.
Technical Support Specialist
Spectrum Business Repair
Nov 2017 - Jan 2019 (1 year 2 months)
In my role as a Technical Support Specialist, I provided technical expertise for phone, email, cable, and internet services, troubleshooting issues and coordinating technician appointments while ensuring effective communication with customers.
Education
Degrees, certifications, and relevant coursework
UAUniversity of West Alabama
Master of Arts in Teaching, Mathematics
2016 - 2018
Pursued a Master of Arts in Teaching with a focus on Mathematics, preparing for a career in education and instructional leadership.
UAUniversity of West Alabama
Bachelor of Science, Mathematics / Computer Information Systems
2010 - 2014
Activities and societies: Member of Alpha Phi Omega National Service Fraternity since 2014.
Studied Mathematics and Computer Information Systems, focusing on comprehensive major principles and applications in both fields.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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