Customer Service & Campaign Support Specialist – Lead Mining Pros
• Managed customer inquiries and provided support via email, SMS, and CRM systems regarding skip tracing, SMS marketing, cold calling, and list pulling services.
• Coordinated with internal teams to process orders, monitor campaign progress, and ensure timely delivery of skip-traced lists and marketing campaigns.
• Reviewed customer lists, verified record counts, calculated pricing, prepared invoices, and explained service details and campaign metrics to clients.
• Assisted clients with campaign setup, onboarding, list approvals, ZIP code targeting, and account-related concerns, including CRM access and password resets.
• Monitored remaining skip tracing and SMS credits, followed up on additional list requirements, and maintained accurate order and campaign records.
• Handled campaign updates, pause/resume requests, lead status inquiries, and general customer service escalations while maintaining a professional and client-focused experience.
Project: Avalara(Software Tax Company)
Position: IT Operations Specialist 1
• Provide L1 technical support for 6k internal users(EMEA/APAC/US).
• Receives requests and issue escalations through the IT ticketing system, via email, Slack, or phone for assistance on complex computer-related problems including network, hardware, software, peripheral, and related equipment; determines severity of problems; troubleshoots, resolves or refers to appropriate technical staff as appropriate.
Ensures quality customer service to Avalara staff; designs processes to improve the support experience and levels of self-service; ensures proper and accurate feedback on technical problems; coordinates communication between user and other IT staff/groups.
Utilizes and maintains ticket tracking systems, software, and related systems to
• ensures efficient service desk and customer service operations, maintains forms, documentation, and logs; identifies trends and looks for efficiencies that can be built into processes and self-service offerings.
• Escalates advanced technical issues, identifies problems impacting Avalara end users, and works with system owners to resolve these issues
• End-user account management, e-mail account and distribution list management.
• Remote access/VPN troubleshooting and network connectivity support.
• Experience with the ITSM tool ServiceNow or Jira
• Basic Technical knowledge of mail servers, Office 365, and associated protocols, and Basic knowledge of SSO.
