Jason Hinze
Tigard,OR
Summary
Dependable Support and Sales Enginer skilled at forming lasting bonds with clients and customers by carefully addressing needs and fulfilling business goals. Perpetually available to address customer concerns. Keen to help companies connect clients with solutions to perfectly meet needs while driving internal revenue growth.
Overview
15
15
years of professional experience
Work History
Technical Support Lead
AskNicely
Portland, OR
02.2021 - Current
- Enhanced customer satisfaction by promptly addressing technical issues and providing efficient solutions.
- Developed comprehensive training materials to ensure new hires were properly equipped for success in their roles.
- Facilitated cross-departmental communication, fostering collaborative environments to solve complex problems.
- Managed diverse teams of technical support specialists, providing guidance and mentorship to enhance professional growth.
- Established strong relationships with clients through excellent communication skills and timely issue resolution.
- Collaborated with product development teams for timely identification of bugs and software improvements, contributing to overall product quality enhancement.
- Mentored junior team members in both technical skills and soft skills, fostering a culture of continuous learning and professional development.
- Offered assistance in implementing and developing training programs.
- Continuously updated personal technical expertise to stay current with industry advancements and best practices.
- Support NPS sits at at 70.6 over last 12 months vs overall company score of 31.8
Customer Support Engineer
AskNicely
03.2019 - 02.2021
- Responding to tickets and chat to assist customer with basic support, bug fixes and configuration issues
- Use of 3rd party diagnostic tools to identify sources of certain issues
- Promote the purchase of expansion features by detailing the benefits of each to customers
- Delivered exceptionally high level of professionalism and support to each customer, upholding company's commitment to service.
- Explained complex technology-related issues in understandable terms to customers.
- Answered and triaged requests for assistance in order to provide top-notch support.
- Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
- Offered friendly and efficient service to all customers, handled challenging situations with ease.
- Managed multiple complicated projects to completion and with great customer satisfaction
Partner Success Manager
Atheer
08.2018 - Current
- Conducted online training sessions to new clients and led on boarding process to ensure success rate
- Ensured positive customer experience by proactively managing and growing customer relationships
- Exercised independent judgment and analysis in determining the best methods to resolve issues and ensure customer loyalty and satisfaction
- Optimized and updated customer-facing knowledge base
- Managed companies entire support program, aligning support to meet and exceed all customer SLA's.
- Managed and updated internal shipping & receiving system for customer hardware.
Technical Project Manager & Implementations Lead
Eleven Software Inc
03.2014 - 05.2018
- Directed, managed and drove portfolios of projects centered around integrating and optimizing Eleven's guest wireless platform to customer's existing network environments.
- Resolved customer issues in clear, courteous and straightforward manner, while demonstrating professionalism and courtesy with customers at all times.
- Collaborated between Support, Development, and support team to deliver or exceed customer expectations.
- Trained end-users on support, implementation and troubleshooting of Eleven's Platform
- Led training sessions for account managers and customers on navigation of company technical systems.
- Provided on-call support for critical issues.
- Described solutions to customers accurately and persuasively.
- Researched, troubleshot and resolved complex problems independently.
Tier 3 Support
Eleven Wireless Inc.
06.2012 - 03.2014
- Resolved customer support issues escalated by Tier 1 and Tier 2 Teams.
- Provided on-call support for critical issues.
- Implemented installation of high-end business center computers in hotels.
- Trained junior members of support team on networking and troubleshooting best practices
- Managed firewall, network monitoring and server monitoring both on- and off-site.
- Monitored network performance and provided network performance statistical reports for both real-time and historical measurements.
- Ensured network, system and data availability and integrity through preventative maintenance and upgrades.
Help Desk Technician
The Mac Store
09.2008 - 06.2012
- Recognized for exceptional service.
- No customer complaints
- Resolved customer issues by meeting or exceeding all customer SLAs.
- Demonstrated professionalism and courtesy with customers at all times.
- Installed software, modified and repaired hardware and resolved technical issues.
- Clearly communicated status of ongoing support issues with customers providing clear understanding of status of all issues.
Education
Bachelor of Science - Education
Portland State University
Portland, OR2012
Bachelor of Arts - History
Washington State University
Pullman, WA2004
Skills
- AskNicely product knowledge expert with 5 years of hands-on experience
- Customer service expert
- Fast learner
- Analytical and critical thinker
- Exceptional social and communication skills
- Proficient with both Windows and MacOS
- Over 16 years of experience working with SaaS customers
- Exceptional ability to learn and master new software applications and platforms
- "Customer First" attitude
- Excellent work ethic
- Open to coaching and correction
- Team Player who can also succeed with limited supervision
- Extensive NPS "Best Practices" knowledge
- Deadline Driven
- Excellent Problem Solving skills
Timeline
Technical Support Lead
AskNicely
02.2021 - Current
Customer Support Engineer
AskNicely
03.2019 - 02.2021
Partner Success Manager
Atheer
08.2018 - Current
Technical Project Manager & Implementations Lead
Eleven Software Inc
03.2014 - 05.2018
Tier 3 Support
Eleven Wireless Inc.
06.2012 - 03.2014
Help Desk Technician
The Mac Store
09.2008 - 06.2012
Bachelor of Science - Education
Portland State University
Bachelor of Arts - History
Washington State University