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Rocky Durand

Rocky Durand

Customer Support Specialist

Customer Service / Support

Panorama City, Los Angeles

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About Rocky Durand:

Customer support specialist and support content creator with 15 years experience in the audio and music tech space.

SKILLS

Customer Service | Call Center | E-Mail Support | Troubleshooting
Support Project Collaboration | Confluence | JIRA | Typeform | Zendesk
Help Center Content Creation | Knowledge Base Editor | Technical Writer | Voiceover | Digital Audio Editing

Experience

Native Instruments North America Inc, Los Angeles CA
Technical Writer - Knowledge Base
2018 - 2023

  • Composed and edited content for written articles and support videos.
  • Recorded and edited Voiceover narration for knowledge base videos.
  • Completed task assignments via Confluence, Google analytics, JIRA, Typeform, and Zendesk.

Senior Technical Support Specialist - Customer Care
2008 - 2018

  • Assisted customers with advanced troubleshooting and support via telephone, TeamViewer, and Zendesk.
  • Completed task assignments via Confluence, JIRA, and Zendesk.

Education

Citrus College, Glendora, CA
Audio Engineering
Coursework toward a Bachelor’s degree.

  • MIDI production, composing, digital audio workstations, signal processing, and live sound reinforcement.

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