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Nicole McIsaac

@nicolemcisaac

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Technical support specialist with 7+ years in e-Commerce and SaaS.

Canada

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What I'm looking for

I seek a role that values collaboration, innovation, and open communication, offering opportunities for growth and impact.

With over 7 years of experience in technical and customer support, I have honed my skills in the e-Commerce and Creator SaaS sectors. My technical foundation, combined with a passion for optimizing digital presence, allows me to effectively troubleshoot and resolve complex issues. I am proficient in tools like MySQL and Splunk, and I excel at debugging Liquid and HTML code, ensuring seamless functionality for businesses.

At ThriveCart, I spearheaded the development of an internal knowledge base, enhancing information sharing across teams. My commitment to customer satisfaction is reflected in my consistently high CSat scores, achieved through effective communication and problem-solving. I also designed comprehensive onboarding programs for new hires, fostering a culture of excellence within the team. My previous role at Shopify saw me progress to the Escalated Tier 2 Technical Merchant Support team, where I collaborated cross-functionally to prioritize solutions and empower merchants to optimize their store performance.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Engineer

Current

ThriveCart

Jan 2023 - Present (2 years 5 months)

Spearheaded the creation of an internal knowledge base and managed complex troubleshooting cases, collaborating with development teams to enhance customer satisfaction. Designed onboarding programs for new hires and moderated a large Facebook community to improve sales conversions.

Technical Support Customer Satisfaction Troubleshooting Onboarding Community Management Collaboration Documentation Training

Current

Copywriter/Social Media Manager

Current

Freelance

Jan 2015 - Present (10 years 5 months)

Built relationships with clients to create engaging blogs, website content, and marketing collateral aimed at promotion and branding.

Copywriting Social Media Management Content Creation Marketing Branding Engagement SEO Digital Marketing Strategy

Technical Support Specialist

Shopify

Jan 2018 - Jan 2023 (5 years)

Progressed from frontline support to Tier 2 Technical Merchant Support, conducting troubleshooting and collaborating with developers to resolve bugs. Led mentorship programs and workshops to empower team members in technical challenges.

Technical Support Troubleshooting MySQL Splunk Zendesk Mentorship Cross Functional Collaboration Customer Support Problem Solving

Social Media Specialist

Ruby Life

Jun 2016 - Jun 2017 (1 year)

Developed and executed content plans for social media communities and blogs, collaborating with analytics and PR teams to create data-driven pitches for media.

Social Media Management Content Planning Collaboration Analytics PR Community Engagement Content Creation Media Relations Strategy Development

Content Strategist

Jumpfactor Marketing

Aug 2015 - Jun 2016 (10 months)

Managed writers and created content strategies focused on SEO, collaborating with developers to produce award-winning website copy and digital marketing campaigns.

Content Strategy SEO Team Management Digital Marketing Copywriting Collaboration Campaign Development Project Management

Education

Degrees, certifications, and relevant coursework

HubSpot

Inbound Marketing Certification, Marketing

2017 -

Completed the HubSpot Inbound Marketing Certification, focusing on inbound marketing strategies, content creation, and lead nurturing.

Humber College

Diploma in Print Journalism, Journalism

2007 - 2009

Completed a program in Print Journalism, gaining skills in reporting, writing, and media ethics. Achieved recognition as a member of the Dean's Honour Roll for academic excellence.