Jake Sullivan Email & Phone Number

Portland, Oregon Metropolitan Area

As a Product Support specialist at SheerID, it was my job to manage day-to-day communications with all of our clients, big and small. I helped ensure our client's needs were met whether it was troubleshooting issues, or assisting in program configuration changes as front-end development support. I also helped establish our help desk knowledge base, writing.

Portland, Oregon Metropolitan Area

Portland, Oregon, United States

Delivering daily grading and feedback on ticket responses from our team based on thoroughness, tone, and consistency, while writing and editing training guides for both internal and external use.

Providing timely and detailed assistance to our customers through Zendesk, solving 120+ support tickets per day while maintaining an SLA under 8 hours. Work also included play-testing applications on the Skillz platform each week, reporting bugs, and providing feedback as needed.

Portland, Oregon, United States

• Working for Apple meant staying informed on their ever-evolving products and services so that you could connect every customer with their perfect solution. Each interaction required a multi-faceted approach.
• Product and service sales required extensive customer focus and interpersonal savvy. It was rare that any two customers would come from the same background or require the same approach.
• Assisting customers with drop-in, fast-paced trouble-shooting sessions, and one-on-one training where customers would lead the discussion and I would facilitate their learning using a hands-off method.
• The many deals offered to customers through service providers and other third-party companies meant staying up-to-date on a wide variety of offers and properly conveying them those customers based on their needs.

Working as HR for a store of 250+ employees included a variety of responsibilities such as scheduling, time card audits, and employee events. Conducting job offers, running orientations, and facilitating training for new employees was also part of the regular workflow.