JAMES JOYNER
Elk Grove, CA | - |-| linkedin.com/in/james-joyner-v
Customer Support Specialist | SaaS & Technical Support Expert
Summary
Empathetic and highly technical Customer Support Specialist with 3+ years of experience resolving complex customer
issues across SaaS, HR, and IT environments. Proven ability to deliver empathetic, high-quality support across multiple
channels (chat, email, phone, video), troubleshoot API/SAML/SSO integrations, and serve as a liaison to product and
engineering teams. Adept at documentation, root-cause analysis, and enhancing CX through proactive insights and
cross-functional collaboration.
Skills
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Tier II SaaS Support (L2)
API, SAML, & Integration Troubleshooting
CRM & Ticketing (Zendesk, Intercom,
Salesforce)
Okta, Workday, BambooHR, ADP (SSO/SCIM)
Bug Reporting & Root Cause Analysis
Knowledge Base & Self-Serve Content
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Empathy-Driven Communication
Phone, Chat, Email & Video Support
Product Collaboration & QA Triage
Technical Documentation
Cross-Functional Teamwork
KPI, CSAT, and SLA Management
Experience
Technical Support Specialist
IHG - InterContinental Hotels Group
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03/2019 to 04/2021
San Francisco, CA
Delivered Tier II technical support for 1,200+ hotel-based systems, including Wi-Fi, payment terminals, and access
control integrations.
Assisted with SSO/SAML login issues, backend configuration errors, and API disruptions impacting guest services.
Improved SLA response times by 30% through rapid triage, prioritization, and escalation to engineering or vendor
support teams.
Contributed 150+ compliance-ready reports used by HR, finance, and IT teams during audits and incident reviews.
Collaborated cross-functionally to improve uptime, reduce service friction, and increase guest satisfaction scores
by 18%.
Recognized by hotel leadership for calm, empathetic support during high-pressure technical failures and outages.
Certifications
UX Research & Design -)
· Google UX Design Certificate Series (Foundations, Research, Wireframing, Prototyping)
· University of Michigan: Introduction to User Experience Principles and Processes
· California Institute of the Arts: UI/UX Design Specialization
Customer Support Excellence
· Intercom: Delivering World-Class Customer Support Experience (2025)
· Intercom: Designing Conversational Framework for Support (2025)
