Technical Support Specialist Brag Document Example

Q1 2025

Resolved high volume of customer tickets with improved first-response quality

Date: January 22, 2025

Company: Offline

Tags: Support, Troubleshooting, Customer Experience, Medium

Metrics:

First response time reduced: 25%
Tickets resolved: 230

Description:

Provided clear, actionable responses and improved triage workflows. Ensured customers received faster and more helpful support.

Created internal troubleshooting guides for recurring issues

Date: February 13, 2025

Company: Offline

Tags: Documentation, Knowledge Management, Enablement, Small

Metrics:

Articles created: 18
Ticket resolution time reduced: 15%

Description:

Documented root causes, fixes, and diagnostics for common technical problems. Helped the team respond faster and more consistently.

Partnered with Engineering to diagnose and resolve a widespread workflow bug

Date: March 5, 2025

Company: Offline

Tags: Bug Investigation, Cross-Functional, Customer Advocacy, Medium

Metrics:

Time to resolution: 72 hours
Users impacted post-fix: 0

Description:

Identified patterns across multiple tickets, consolidated findings, and collaborated with Engineering to deliver a timely fix.

Q2 2025

Led support readiness and training for Workflow Automation launch

Date: April 18, 2025

Company: Offline

Tags: Feature Launch, Training, Support Readiness, Big

Metrics:

Training sessions delivered: 4
Accuracy of Automation-related responses: 98%

Description:

Built training materials, anticipated edge cases, and created clear response scripts so Support could confidently handle new feature questions.

Implemented improved tagging and categorization for incoming tickets

Date: May 20, 2025

Company: Offline

Tags: Ticket Management, Process Improvement, Support Operations, Medium

Metrics:

Mis-tagged tickets reduced: 70%
Reporting accuracy improved: 30%

Description:

Redesigned categories and added automation rules. Improved visibility into trending issues and reduced triage time.

Resolved complex customer integrations requiring deep product and API knowledge

Date: June 10, 2025

Company: Offline

Tags: API Support, Technical Troubleshooting, Customer Success, Small

Metrics:

API issues resolved: 14
Average resolution time improvement: 20%

Description:

Guided customers through setup, debugging, and edge-case failures. Helped unblock mission-critical integrations.

Q3 2025

Achieved highest customer satisfaction rating on the support team

Date: July 15, 2025

Company: Offline

Tags: Customer Satisfaction, Support Quality, Performance, Big

Metrics:

CSAT score: 98%
Positive comments received: 42

Description:

Built trust through empathy, clear communication, and proactive follow-ups. Ensured customers felt supported and understood.

Created advanced troubleshooting macros to standardize high-quality responses

Date: August 21, 2025

Company: Offline

Tags: Efficiency, Enablement, Process, Medium

Metrics:

Response time improvement: 12%
Macros created: 10

Description:

Developed reusable messaging and diagnostic instructions. Improved team consistency and reduced repetitive manual typing.

Hosted “Support Insights” sessions with Product to share customer pain points

Date: September 11, 2025

Company: Offline

Tags: Voice of Customer, Collaboration, Insights, Small

Metrics:

Insights shared per session: 15–20
Product improvements influenced: 5

Description:

Highlighted recurring issues and friction points. Strengthened collaboration between Support and Product teams.

Q4 2025

Led support strategy for Q4 flagship product launch

Date: October 16, 2025

Company: Offline

Tags: Launch Support, Readiness, Customer Experience, Big

Metrics:

Launch-related tickets resolved: 95
Major issues escalated: 0

Description:

Prepared scripts, expected FAQs, diagnostic guides, and response workflows. Ensured a smooth support experience for new feature adopters.

Improved SLA performance through proactive follow-up workflows

Date: November 14, 2025

Company: Offline

Tags: SLA Management, Process Improvement, Support Operations, Medium

Metrics:

SLA adherence: 99%
Overdue tickets reduced: 85%

Description:

Built follow-up reminders and automated reassignments. Helped maintain fast, consistent responses even during high-volume periods.

Built 2026 Support Operations improvement plan

Date: December 5, 2025

Company: Offline

Tags: Strategy, Support Leadership, Roadmapping, Beyond

Metrics:

Initiatives planned: 12
Teams aligned: Support, Product, Engineering

Description:

Outlined improvements across documentation, automation, training programs, and cross-functional collaboration.

Kudos

“You handled the Automation launch tickets with incredible clarity and empathy.”

From: Priya Shah — Director of Product
Date: April 30, 2025
Impact: Helped customers adopt the new feature without confusion or frustration.

“Your bug investigation saved us days of engineering time.”

From: Alex Chen — Head of Engineering
Date: March 12, 2025
Impact: Provided a clear, reproducible case that led to a fast fix.

“Our customers regularly call out your support as the best they've ever had.”

From: Daniel Brooks — CEO
Date: July 29, 2025
Impact: Strengthened retention and customer trust.

“Your insights helped us prioritize critical product improvements.”

From: Hannah Cole — VP of Product
Date: September 25, 2025
Impact: Improved product usability and reduced recurring issues.

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