Thank you for taking the time to consider me for the Customer Success Specialist position. I feel I would be a valuable component to add to your support team. In my career I have been involved in support and documentation efforts. In one such position I also created tutorial videos for various software products using SnagIt. My expertise would benefit your company in the drive to create video tutorials for ShopStorm. I am passionate about customer service; getting concrete results is the ultimate goal. I’ve been there plenty of times and have always appreciated the effort when a service representative goes above and beyond to fix the issue. When communicating with customers there are no stupid or useless questions; if the questions have already been answered I politely direct the user to the FAQ while explaining how to complete the task.
I am tenacious when trying to fix a problem. I will leave no stone unturned in my endeavor to repair an issue. I participate in some of the Stack Exchange sites, notably Super User, Server Fault, and sometimes Stack Overflow. I have a LinkedIn profile as well. Fixing a persistent problem for everyone is very important, so involving engineers is the fastest and most reliable way to do that. I appreciate when the team leads and engineers are involved so that a fix can be put out in a prompt manner. Though I have most recently been working with PowerShell, CSV, and XML formats, I am proficient in HTML and CSS.
Unfortunately, things don't always turn out rosy. In one instance, I had been working with a VP in our company regularly in the previous month, dealing with various issues. In the end, I had procured a new laptop for her because of the issues. Before delivering the new computer, I had asked her to back up all her needed files onto the network (company policy was to save everything on the network) so the transition would be as smooth as possible, and she agreed. A few days later, the VP asked where some specific files were. After a little bit of back and forth, I realized the files were in an obscure location on the old laptop and never got transferred to the network or new laptop. I still had the old laptop, so I was able to locate the file quickly. I again reiterated the need to keep her files on the network. Fast forward to the next week, and the VP suffered a hard drive crash on the new computer. Unfortunately the hard drive was completely unrecoverable in that incident. I consoled the VP in the best way that I could, and apologized for the fact that her data was unrecoverable. Ultimately, she was upset, but satisfied that I had done all I could.
I work remotely for the company I am currently employed with. I have found working in this capacity to be extremely efficient.