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Technical Product Support Specialist with 5+ years in SaaS industry
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Competencies
Utilized SQL, REST APIs, and troubleshooting tools to diagnose and resolve platform issues.
Managed customer onboarding, training, and issue resolution to enhance user experience.
Created technical guides and bug reports to streamline engineering processes and support self-service.
Provided strategic support to increase product utilization and customer satisfaction.
Managed incident reports and problem resolution workflows to ensure platform stability.
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Summary
Experienced in technical troubleshooting, customer onboarding, and documentation within SaaS environments. Proven ability to diagnose complex issues, author technical resources, and foster customer retention through personalized support and strategic guidance.
Key Achievements
- Diagnosed root causes of platform issues using SQL, REST APIs, and Postman, managing full ticket lifecycle.
- Authored technical documentation to empower user self-service, enhancing support efficiency.
- Built strong client relationships, leading to increased product adoption and customer retention.
Experience
Technical Product Support Specialist
Serve as the go-to technical expert for complex troubleshooting on Thryv’s SaaS platform., Diagnose root causes using SQL queries, REST APIs, Postman, and third-party integrations while managing the full ticket lifecycle., Maintain consistently high CSAT scores through proactive communication.,...
Client Success Manager
Lead onboarding, training, and ongoing success for small to mid-sized businesses using Thryv’s all-in-one management platform., Build strong, trust-based relationships to drive product adoption, user engagement, and retention., Quickly resolve issues and deliver personalized strategic guidance.,...
Sr. Thryv Service Specialist
Act as a trusted consultant to small business owners, helping them fully leverage Thryv software., Deliver in-depth training on platform features and share practical advice on productivity habits., Provide tailored, hands-on support and strategic recommendations to empower clients.