JASON JONES
Summary
Skilled Technical Support Specialist with a proven track record, adept in troubleshooting and hardware/software installation. Renowned for exceptional customer service and strong people skills, I excel in elevating team performance and resolving complex technical issues, significantly enhancing user satisfaction and efficiency.
Overview
10
10
years of professional experience
Work History
Customer Support Associate 1-2
SpaceX
07.2024 - Current
- Delivered exceptional customer service through clear communication and effective problem-solving.
- Managed high-volume inquiries using ticketing software to ensure timely issue resolution.
- Collaborated with cross-functional teams to identify product improvements based on customer feedback.
- Proactively identified and addressed areas for process improvement within support department.
- Trained new hires by sharing best practices to foster a team-oriented environment.
- Resolved customer inquiries promptly to enhance overall satisfaction and experience.
Internet and Voice Tech Support Lead
Charter Communications
12.2022 - 07.2024
- Provided overall technical support and assistance in all aspects of the Internet and Phone product and processes to the Internet/Voice staff.
- Assisted in the development and continued education of employees, new products and processes and troubleshooting tools.
- Handled calls from escalated customers and found them resolutions.
- Provided one on one support and training for representatives.
Internet and Voice Tech Support Rep 1-3
Charter Communications
06.2018 - 12.2022
- Providing a high level of customer service over the phone in an efficient, friendly, and knowledgeable manner.
- Providing assistance and troubleshooting for wireless internet and phone services.
- Troubleshooting internet connectivity with customer owned devices.
- Willingness to learn and stay current with new internet connected devices including mobile phones, gaming systems, computers, and other in home technology.
Technical Support Specialist
Jones and Jones Medical Associates Inc
10.2015 - 07.2018
- Managing, maintaining, and supporting a computer network for a large family medical practice.
- Troubleshooting IT issues along with upgrading their systems.
- Providing IT support to the office staff and patients.
Education
Bachelor of Science - Computer Information Systems: Information Security
Devry University
06.2015
Skills
- Troubleshooting
- Hardware and Software Installation
- Strong People Skills
- Strong Customer Focus
- Detail Oriented
Timeline
Customer Support Associate 1-2
SpaceX
07.2024 - Current
Internet and Voice Tech Support Lead
Charter Communications
12.2022 - 07.2024
Internet and Voice Tech Support Rep 1-3
Charter Communications
06.2018 - 12.2022
Technical Support Specialist
Jones and Jones Medical Associates Inc
10.2015 - 07.2018
Bachelor of Science - Computer Information Systems: Information Security
Devry University