Jason R.

Skills

Proficient with various Microsoft Office applications (Word, Excel, PowerPoint, Access, and Outlook) both Windows and Mac platforms.
Proficient in G Suite
Fives years of experience working in Salesforce and Zendesk as well as Atlassian’s Jira platform
Basic Knowledge of Chromebooks and the Chrome extension software system.
Basic understanding of Adobe InDesign.

About

I have over five years of experience in customer support, first as a Client Support Specialist, then as a Senior Specialist and, eventually a Client Support Lead, all within the EdTech space. I also obtained a Masters of Science in Education - Education Technology Specialist

In my former role as Client Support Lead at Watermark Insights, I was tasked with handling support cases for their Higher Education SaaS platform via email, phone, and messaging/chat, working to resolve customer support issues as well as escalating technical issues and working with both internal and external stakeholders as necessary. I excelled at supporting a wide variety of cases as I handled nine unique solutions from their SaaS suite with functions ranging from student facing software, accreditation, data management accompanying all student, faculty, and course data, as well as Catalog and Curriculum Management, all at an expert level. For many of those solutions, I also provided assistance in integrating them with outside systems such as data management systems and LMS’. I also helped in the creation, maintaining, and updating of training articles and materials for the client-facing Help Center.

In my time at Watermark, I consistently met or exceeded performance metrics for customer satisfaction, case resolution time, and first-call resolution.

I am a Certified Zendesk Omnichannel Agent, but also have experience with Salesforce and Jira as well as both Office and GSuite solutions. I believe that I excel at troubleshooting customer issues both in a technical sense as well as providing strong service on a personal level as I work well under pressure and can adapt on the fly.

Currently, I am working with George Washington University to manage their existing Watermark systems and data, submit support requests on their behalf, and work with staff and administrators in utilizing the software and providing input as to best practices.