Evan Smith
Elmhurst
Summary
Proactive professional known for strong analytical thinking and project management skills. Experienced in technical troubleshooting and customer engagement, committed to enhancing platform usage and driving excellence with a friendly attitude.
Overview
13
13
years of professional experience
Work History
Senior Technical Support Engineer
Showpad
Chicago
04.2019 - 11.2025
- Resolved approximately 1,000 support tickets annually with a 22-minute average first-response time and 99.1% CSAT.
- Delivered technical support for clients utilizing Showpad's sales enablement platform.
- Managed escalated support tickets to ensure prompt resolution of complex issues.
- Diagnosed technical problems using root cause analysis with log files and application traces.
- Conducted training sessions on effective platform usage strategies for clients.
- Mentored junior support engineers in troubleshooting techniques and best practices.
- Collaborated with cross-functional teams, including customer success and professional services, to enhance product features.
- Troubleshot software issues while guiding users through resolution steps.
Customer Engagement, Manager
Reverb
Chicago
12.2015 - 12.2018
- Led a shift of 20 employees, setting daily expectations and monitoring productivity.
- Handled escalated calls while delegating tasks to optimize workflow.
- Conducted individual 1x1 sessions to discuss professional growth and career trajectory.
- Facilitated continuing education sessions across departments to enhance specialist knowledge.
- Managed all unsubscribe requests to support marketing initiatives and improve customer experience.
- Contributed platform improvement ideas in discussions with product marketing, resulting in implemented enhancements.
- Answered 52,000 Zendesk tickets, achieving highest ticket volume in company history.
- Established a data-driven 'Ticket Count Club' to motivate specialists with milestone rewards.
Intake Specialist
BHE LLC
Medina
02.2013 - 11.2015
- Conducted initial client assessments and gathered relevant intake information.
- Aided in researching, writing, and execution of $3 million grant from state of Ohio.
- Maintained accurate records of client interactions within database system.
- Coordinated communication between clients and internal teams to enhance service delivery.
- Supported scheduling of appointments and management of follow-up tasks.
- Trained new staff on intake procedures and client engagement best practices.
Skills
- Technical troubleshooting
- Ticket management
- Customer relationship management
- Cross-functional collaboration
- Project management
- Training and mentoring
- REST API
- SSO
- Zendesk
- Salesforce
Timeline
Senior Technical Support Engineer
Showpad
04.2019 - 11.2025
Customer Engagement, Manager
Reverb
12.2015 - 12.2018
Intake Specialist
BHE LLC
02.2013 - 11.2015