Jason Chacko

Snellville,United States

Summary

Dynamic Technical Service Specialist with a proven track record, excelling in customer relationship management and SaaS applications. Developed knowledge bases for internal and external users, significantly improving customer satisfaction. Adept at multitasking and quick learning. I thrive in fast-paced environments while delivering exceptional support and solutions.

Overview

years of professional experience

Work History

Technical Service Specialist II

AGCO

Duluth, GA

10.2018 - Current

Developed multiple knowledge bases and FAQs for common issues and solutions to improve customer self-service, and reduce the need for technical support.
Provided customer service and technical support to ensure customer satisfaction and loyalty.
Managed service requests and tracked progress using internal systems.
Assisted customers with product inquiries and technical support.
Resolved product issues by troubleshooting and providing solutions.
Participated in team meetings regularly in order to share ideas or provide updates on progress towards goals.

Product Support Specialist

Mailchimp/Intuit

Atlanta

07.2021 - 07.2024

Analyze problems, identify root causes, and implement effective solutions. Provided technical support for clients via chat, email, phone, and remote session support.
Collaborated with cross-functional teams to resolve customer inquiries.
Educated users on best practices for campaign management.
Troubleshot product issues through various communication channels.
Documented user feedback to improve product features and functionality.
Analyzed support tickets to identify common user challenges.
Experience specifically in client-facing SaaS environments.
Utilized CRM's like Salesforce and Zendesk

NOC Engineer

USAN Inc.

Norcross, GA

07.2017 - 10.2018

Analyze network data to determine usage, disk space availability, or server function.
Configure security settings or access permissions for groups or individuals
Document network support activities.
Identify root causes for networking problems using diagnostic testing software and equipment.
Perform routine maintenance or standard repairs to networking components.
Create and revise user instructions, procedures, and manuals.
Run conference bridges, keep timelines, and document outage details.
Tested computer equipment to ensure proper functioning according to specifications.
Provided guidance on best practices when dealing with IT related incidents.

Education

Bachelor of Science - Information Technology

Middle Georgia State University

Macon

05.2017

High School Diploma -

Brookwood High School

Snellville

05.2013

Skills

Leadership and teamwork
Customer relationship management
CRM management
Data documentation
SaaS applications
Time management
Multitasking ability
Adaptability
Quick learning
Pressure management
Computer proficiency

Communication skills
Customer service excellence
Microsoft Office Suite
Mac OS expertise
Windows OS proficiency
Linux knowledge
Salesforce experience
ServiceNow familiarity
SolarWinds expertise
Social media strategy
Zendesk proficiency

References

References available upon request.

Timeline