Jason Gordon Email & Phone Number

Sanford, Fl, Us

Exton, Pennsylvania, Us

Carlsbad, California, Us

As Senior Technical Support Engineer, I collaborate with developers and product engineers to become a subject matter expert for Happy Force and Call Complete products, resolve tickets, and build out internal documentation for customer support and success teams to improve the support process and customer onboarding experience.Notable accomplishments include:• Achieving and exceeding revenue retention goals by providing world-class customer support resolving technical issues, and configuring integrations and tech stacks for new customers. • Automating bulk processes/operations via API endpoints and application creation to resolve tickets in record time, ultimately improving support experience and client retention.

Orlando, Fl, Us

At Solodev, I provided continuous updates and website enhancements, drafted/presented support documentation, and tracked leads, prospective clients, and non-active users in Intercom.Below listed are a few of my key achievements:• Informed outstanding customer experience by creating and monitoring chatbots identifying user needs.• Identified bugs affecting user experience for client websites, such as mobile/desktop formatting requirements and content reviews for copy errors, while ensuring webpages fulfill customer specifications.• Expertly resolved issues related to CMS application in the Zendesk ticketing system for enterprise customers in state/local government, healthcare, education, infrastructure, and transportation.• Wrote external software documentation for clients being repurposed to onboard new hires in the internal team, generating significant cost savings in training for the company.• Transitioned to QA for testing bugs and presenting findings to the engineers. Drafted documentation for expected product behavior to educate clients, thus reducing support ticket volume.

San Jose, California, Us

As Technical Support Engineer, NetApp Products, I provided issue resolution, recommended optimizations for all NetApp products, resolved network-related issues, and ensured premium enterprise support with senior engineers and account managers.A small section of my noteworthy accomplishments include:• Developed client rapport and researched supported installations for all NetApp products to foster productive engagements and prompt resolution for government agencies and Fortune 100 companies.• Mitigated financial risks and improved client retention by initiating trouble tickets, entering and tracking cases with SAP/Smartsolve, and addressing complex technical queries within SLA targets of two hours for priority II cases.• Provided first-class support services, exceeding satisfaction metrics and contributing significantly to customer retention.

At Convergys, I cultivated external client relationships, served as the voice of the customer internally, addressed customer inquiries, and resolved technical and billing issues for TV, Internet, and phone services.Some of my contributions to the organization include:• Identified, documented, and reporting software bugs to technical support, reducing complications across telecommunications and electronic platforms.• Exceeded target metrics for resolution on first contact, thus achieving 100% SLA compliance.

Kalamazoo, Mi, Us

Taught courses in logic and critical reasoning including curriculum development and preparation of course materials; bolstered student test scores by conducting one-to-one and group study sessions and supplemental workshops.

Associate'S Degree, Computer Programming, Specific Applications

Master’S Degree, Epistemology And Philosophy Of Science

Bachelor’S Degree, English Literature && Philosophy