Looking for a job

Shannon H

@shannonh

Message

I resolve technical support tickets and customer issues across email, chat, phone, and community platforms.

United States

Message

What I'm looking for

I'm looking to gain more experience in the tech and customer support field, using my background in ticket-based troubleshooting, multichannel customer service, and community support.

I provide HelpDesk technical support at Arata MSP, resolving client issues through tickets and coordinating internet providers and onsite technicians for equipment outages.

Previously at Later, I handled Tier 2 customer troubleshooting across email, tickets, and social platforms including Instagram, Facebook, LinkedIn, Pinterest, and TikTok. I also moderated content and supported customers using internal admin and help desk tools.

I've supported customers through chat, email, phone, and ticket channels at MrShrinkWrap and Lyft, including account questions, accident claims, order support, and lead sales.

I also bring extensive mental health and direct-care experience, providing therapy, behavioral support, documentation, daily living assistance, and clinician training. I'm focused on growing further in tech and customer support.

Experience

Work history, roles, and key accomplishments

Tier 2 Technical Support Specialist

Later

Dec 2021 - Feb 2024 (2 years 2 months)

Resolved customer questions and concerns via email and tickets, providing troubleshooting support across multiple social media platforms. Moderated content and ensured community policy compliance.

Zendesk Slack Jira Email Support Ticket Support Troubleshooting Social Media Content Moderation