Brock Blakemore
St. Louis
Summary
Dynamic Customer Support Specialist with a proven track record at Mercury & Bullhorn, excelling in SLA compliance and API integrations. Recognized for spearheading innovative solutions and enhancing customer satisfaction through effective communication and technical troubleshooting. Adept at managing high-volume inquiries while maintaining exceptional service standards in fast-paced environments.
Overview
3
3
years of professional experience
Work History
Customer Support Specialist II
Mercury
12.2023 - 07.2025
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Helped create new Metric expectations for CS Team
- Spearheaded our newest Chat feature
- Tested new software and hardware prior to deployment.
- Offered assistance in implementing and developing training programs.
Enterprise Support Analyst
Bullhorn
10.2022 - 03.2024
- Managed top tier customer accounts, providing specialized technical support
- Lead weekly client calls to update Admins on progress of larger scale Integration issues
- Resolved Integration Sync Issues via API
- Used tools like Postman to read JSON and CSV files for troubleshooting
- Answered customer support inquiries via specialized ticket tracking platforms.
- Created user accounts and managed access control.
- Met performance metrics while producing exceptional customer feedback.
- Monitored helpdesk and responded to incoming tickets to address support needs.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
- Researched and identified solutions to technical problems.
Technical Support Analyst
Bullhorn
10.2022 - 03.2024
- Offered remote support for web-based clients via phone, email, and chat.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Created user accounts and assigned permissions.
- Managed high levels of call flow and responded to technical support needs.
- Used ticketing systems to manage and process support actions and requests.
Education
Certificate of Technical Studies - Cybersecurity
Google
Remote12-2025
Waynesville High School
Waynesville05-2008
Skills
- SLA compliance
- API Integrations (Quickbooks, Xero, NetSuite, etc)
- JSON
- ZenDesk
- FinTech Experience
- JIRA
- SAAS troubleshooting
- Ticket management
- Live chat and phone support
- Salesforce
- Technical troubleshooting
Timeline
Customer Support Specialist II
Mercury
12.2023 - 07.2025
Enterprise Support Analyst
Bullhorn
10.2022 - 03.2024
Technical Support Analyst
Bullhorn
10.2022 - 03.2024
Certificate of Technical Studies - Cybersecurity
Google
Waynesville High School
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