Jared Roussel Email & Phone Number

Remote / Houston,Tx

• Delivering dedicated SaaS support to Premier-level clients while consistently achieving a perfect CSAT of 100% for 40+ advanced tickets weekly.• Conducting impactful weekly meetings with Enterprise-level customers.• Playing a pivotal role in onboarding enterprise-level clients, coordinating with various teams to ensure smooth operations throughout.• Spearheading training of new hires, ensuring a seamless onboarding process within the advanced team.• Developing Quarterly Support Analysis presentations for 12 Premier-Level clients, offering valuable insights into support performance.• Collaborating closely with engineering, account management, data, and implementations teams on a daily basis to address customer needs and ensure seamless coordination of efforts.• Running Python scripts to execute bulk changes and utilizing API calls to ensure timely updates for various accounts.• Proactively managing and updating customers' SSO certificates as expiration dates approach, and generating new Auth Tokens as required to ensure seamless access and security compliance.

Houston, Texas, United States

• Successfully managed 80+ tickets per week with a CSAT average of 99.2% and a CES average of 95%.• Collaborated cross-functionally with Engineering, Operations, Training, and Leadership teams.• Regularly achieved the highest CSAT and CES scores on the team.• Developed New Hire training materials using Lattice and maintained internal wiki articles.• Utilized Zendesk and JIRA ticketing systems for efficient issue resolution.• Communicated with clients through various channels.

Houston, Texas, United States

• Provided direct, high-level technical support for AP/AR SaaS software and integrations.• Created, tracked, and resolved tickets in Salesforce, Zendesk, and JIRA.• Acted as the main point of contact throughout the full ticket life cycle.• Collaborated with CX, Development, Leadership, and Implementation teams to track and resolve issues.

Houston, Texas, United States

• Handled 250+ tickets per week with a 93% FCR and 98% CSAT.• Consistently achieved the team's highest metrics.• Mentored/trained new hire classes every month.• Collaborated with Operations, Training, and Leadership teams.• Provided direct support/training for AP/AR SaaS software.

Houston, Texas Area

• Assisted with implementations for new SaaS customer application instances, tailoring solutions to client needs.• Led meetings between Third Party Vendors, Business Contacts, IT teams, and more.• Acted as the head liaison between teams, addressing issues and ensuring smooth implementations.• Worked with the data team on APIs and API-related issues.

Houston, Texas Area

• Provided direct support and full trainings for SaaS IWMS software customers.• Handled 50+ Salesforce tickets weekly.• Acted as a team lead, overseeing and training new support representatives.• Provided hardware support for various equipment, such as Barcode Readers, PDAs, Mobile Devices (e.g., iPods, etc.), ID Scanners, Webcams, Signature Pads, as well as Static and Mobile Visitor Badge, Routing Label, Barcode Printers for both Web and Mobile Applications, and more.

Houston, Texas Area

• Responsible for Functional, Performance, Mobile, Usability, and Security testing for SaaS IWMS software.• Handled 15+ Salesforce/YouTrack tickets per week.• Created automated tests using Rainforest, a crowd-sourced testing automation platform.

La Porte, Texas

• Took precise oil samples at differing depths and mixed and tested them before sending them on to be repurposed.

La Porte, Texas

• Responsible for sealing, transporting, labeling, sampling, and storing an entire facility full of hazardous waste barrels, as well as occasionally training/supervising junior employees to test their mettle as well as their adherence to safety protocols.