Dustin Jones

• Provided Tier 3 escalation support, resolving complex technical issues across multiple product lines and serving as the highest level of customer-facing technical assistance.
• Acted as the primary liaison between Support and Development, streamlining bug tracking, documenting reproducible cases, and escalating development tickets to improve resolution times.
• Managed data conversions, large-scale data transfers, and cloud account migrations to ensure accurate system transitions with minimal customer downtime.
• Conducted ACH and credit card payment investigations, analyzing transaction data to identify root causes and coordinate resolutions with internal teams and payment processors.
• Provided third-party integration support, troubleshooting API and data exchange issues.
• Wrote and executed SQL scripts in Microsoft SQL Server for data analysis, reporting, data corrections, and backend troubleshooting.
• Served as Subject Matter Expert and pod leader for the School Care Works platform, mentoring team members and driving knowledge sharing initiatives.
• Maintained 90%+ positive customer review scores by providing clear communication, timely resolutions, and high-quality technical guidance.

• Focused on supporting enterprise-level school organizations with multiple locations, delivering high-level customer service and technical assistance.

• Managed high-volume support channels including inbound calls, Salesforce cases, and Intercom chat to ensure prompt and thorough issue resolution.

• Provided specialized support for enterprise-specific add-on solutions, including Tadpoles, Child Care CRM, Kinder Systems, and other integrated platforms.

• Took inbound calls assisting Procare customers with technical issues and also instructional calls.
• Also spent time on a team dedicated to responding to intercom chats for customers using Procare Online and Family Engagement products when extra help was needed.

• Produced artwork for galleries and office spaces. Operated several different machines in order to print on a variety of substrates including vinyl, wood, metal and acrylic.

• Took inbound calls for customers reporting problems with their services and also assisted with general account questions.
• Also responsible for taking any billing inquiries, making sure customers understood their statements which often included prorated fees, one time charges and projected totals.
• Participated in the CDS program and would reach out to unsatisfied customers who requested a supervisor.
• Provided technical support for a wide range of products including TV, high speed internet, landline phone and also supported Xfinity email, website and mobile applications.
• Proactively offered new products to customers while also building change of service orders.

• Frontline support for Regis Pro GIS mapping platform and also cloud based Regis Online.
• Took inbound calls assisting customers with the installation and use of desktop software and also handled issues regarding the management of online accounts.
• Trained clients on how to fully utilize the numerous features within the REgis Pro GIS mapping platform.
• Created custom maps and reports based on client specifications, with a focus on commercial real estate.
• Other responsibilities included; creating training manuals and videos, software bug testing, developing marketing materials.