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Zach DeMercado

@zachdemercado

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Dedicated software support specialist with strong troubleshooting skills.

United States

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What I'm looking for

I am looking for a role that values collaboration and offers opportunities for growth.

I am a dedicated Software Support Specialist with over five years of experience in delivering precise technical support and enhancing user experience. My journey began at VendorSmart, where I honed my troubleshooting skills across diverse software applications, providing Tier 1 and 2 support. I take pride in diagnosing and resolving complex technical issues, ensuring client satisfaction through effective communication and collaboration.

Throughout my career, I have maintained detailed documentation of support cases, contributing to process improvements and vendor compliance. My role involved collaborating with development teams to address customer-reported bugs and implementing software enhancements. I have also managed subscription renewals and payment updates, ensuring uninterrupted service for clients.

With a Bachelor's degree in Recreation and Sports Management and a strong foundation in customer service, I am committed to delivering data-driven solutions and fostering positive client relationships. My technical skills, combined with my attention to detail, enable me to thrive in fast-paced environments while maintaining a focus on quality and efficiency.

Experience

Work history, roles, and key accomplishments

Software Support Specialist

VendorSmart

Mar 2018 - Present (7 years 4 months)

Delivered technical and customer service support across diverse software applications at Tier 1 and 2 levels. Diagnosed and resolved complex technical issues through efficient troubleshooting strategies.

Technical Troubleshooting Technical Support Customer Service Documentation Skills Collaboration Ticketing Systems

Customer Care Consultant

Platinum Fundraising

Aug 2015 - Present (9 years 11 months)

Conducted daily status calls to improve client engagement and retention. Processed orders while addressing customer inquiries via phone and email.

Customer Engagement Order Processing Client Inquiries Training

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Customer Care Specialist

Safari Ltd ®

Mar 2015 - Present (10 years 4 months)

Handled order entry and modifications with precision for improved accuracy. Processed customer claims and returns to enhance trust and brand loyalty.

Order Entry Claims Returns Processing Brand Loyalty

Customer Service Representative

Unit Dose Services

Aug 2014 - Present (10 years 11 months)

Utilized inventory and accounting software to process and modify customer orders. Collaborated with the sales team to support client needs and ensure seamless service delivery.

Order Processing Customer Support Data Analysis

Loan Service and Maintenance Specialist

Tropical Financial Credit Union

Mar 2007 - Present (18 years 4 months)

Managed electronic automobile lien documentation processes for regulatory compliance. Streamlined insurance documentation preparation to enhance operational efficiency.

Documentation Management Regulatory Compliance Client Communication Loan Inquiries Financial Services

Front Service Clerk, Cashier, Dairy Clerk

Publix Super Markets

Oct 2004 - Present (20 years 9 months)

Performed duties as a Front Service Clerk, Cashier, and Dairy Clerk. Ensured customer satisfaction and efficient store operations.

Customer Service Stocking Retail Operations Teamwork Customer Satisfaction

Education

Degrees, certifications, and relevant coursework

Florida International University

Bachelor's degree, Recreation and Sports Management- Therapeutic Recreation

Focused on the principles of recreation and sports management with a specialization in therapeutic recreation. Gained knowledge in designing and implementing recreational programs for diverse populations.