Paula Stockamp
Technical Customer Support Specialist at Crucial Learning
- Role
- Technical Customer Support Specialist at Crucial Learning
- Location
- Peoria, AZ, US
- LinkedIn followers
- 500 followers
About Paula Stockamp
With over three years of experience in customer support and escalation management, I…
Experience
Technical Customer Support Specialist
Apr 2024 — Present · Peoria, AZ, US
Effectively use Salesforce to resolve customer issues related to Crucial Learning’s digital platforms, courses, or software. Deliver clear, friendly, and effective communication primarily via emailCollaboratively work with product, engineering, and other teams to identify and resolve complex issues, address bugs. Spot patterns in customer inquiries and escalations to improve processes and reduce recurring issuesInvestigate complex customer issues, identify root causes, and collaborate with internal teams to deliver effective solutionsSupport the integration of the Core Strengths SDI assessment, collaborating with internal teams to ensure smooth adoption and assisting customers in using the product effectivelyAccurately record escalations, actions taken, and outcomes in Salesforce to contribute to knowledge management and support team learningLeverage the ability to make better, more committed decisions by considering others’ perspectives and collaborating effectively with the teamHandle discussions with high emotional intensity, differing opinions, and significant stakes, ensuring positive outcomes for all parties involved utilizing Crucial ConversationsGather customer feedback to inform product improvements, contribute to knowledge management, and apply Crucial Conversations skills to navigate high-stakes discussions for positive customer outcomes.Ensure accurate documentation of escalations, actions taken, and resolutions in Salesforce to support team learning and improve future case resolution
Education
Merit America
Google IT Support Certificate, IT Support
2021
Eastern Washington University
Bachelor's degree, Elementary Education and Teaching
Eastern Washington University
Bachelor's degree, Business, Management, Marketing, and Related Support Services
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