Luke Jackson
Houston,TX
Summary
Technical Support and Customer Success professional with 11+ years of experience delivering high-quality technical assistance, resolving complex hardware, software, and network issues, and managing customer relationships. Proven track record of improving first-contact resolution, reducing ticket resolution times, and increasing customer satisfaction and contract renewals. Experienced in Tier 1 support, escalation management, process improvement, and cross-functional collaboration.
Overview
11
11
years of professional experience
Work History
Tier 1 Technical Support Representative
Aerwave
Houston, TX
07.2024 - Current
- Delivered comprehensive technical support to customers via multiple channels, including phone and email, achieving a 95% first-contact resolution rate.
- Maintained proactive case management by systematically tracking and escalating open tickets, ensuring the timely resolution of all customer issues.
- Executed advanced remote diagnostic procedures to identify and troubleshoot complex technical problems, reducing average resolution time by 30%.
- Conducted an in-depth analysis of customer service metrics and generated actionable reports to identify recurring issues and improvement opportunities.
- Resolved hardware, software, and network-related technical issues through methodical troubleshooting protocols, and root cause analysis.
- Developed and implemented customized technical solutions based on customer requirements, increasing customer satisfaction scores by 25%.
Scheduler
ARS/Rescue Rooter
Houston, TX
04.2023 - 07.2024
- Orchestrated efficient scheduling operations for HVAC service technicians, prioritizing emergency heating and cooling service calls, while maintaining routine maintenance appointments for AC units and water heaters.
- Implemented specialized HVAC service scheduling software to create efficient technician calendars, reducing response times by 20%, and maximizing daily service capacity during peak summer and winter seasons.
- Coordinated with the parts department to ensure necessary components were available for scheduled water heater installations and AC unit replacements, preventing unnecessary service delays, and improving customer satisfaction.
- Managed critical scheduling changes during peak seasons (summer AC failures, winter heating emergencies), maintaining a 98% on-time arrival rate, despite high service volumes and complex routing requirements.
Customer Support Operations Coordinator
Iqor
Houston, TX
06.2021 - 04.2023
- Supervised and mentored a team of Customer Service Representatives, providing comprehensive training on service reconnection protocols, advanced troubleshooting techniques, and delivering premium client support services.
- Developed and implemented critical emergency response systems and safety protocols, ensuring CSR and client protection during service disruptions.
- Managed high-volume call center operations, processing 500+ daily customer interactions, monitoring quality assurance metrics, and ensuring representatives maintained exceptional service standards and response times.
- Drove operational excellence that increased call handling capacity by 15% year-over-year, while maintaining superior customer satisfaction ratings.
Customer Service Lead
Just Energy
Houston, TX
09.2014 - 06.2021
- Provided comprehensive training to new employees on company systems, service protocols, and quality standards, resulting in reduced onboarding time.
- Spearheaded recruitment initiatives, including screening resumes, conducting preliminary interviews, and recommending top candidates, contributing to team growth and reducing turnover.
- Generated significant revenue by consistently exceeding contract extension targets, earning 'Lead of the Year' recognition for the highest contract renewal rate.
- Delivered exceptional customer support while managing escalated issues, maintaining a customer satisfaction rating of over 95%.
- Redesigned and optimized training materials for new hires, improving knowledge retention and reducing training completion time by 20%.
Education
Associate of Arts - Film Production
Houston Community College
Houston, TX06-2026
Bachelor of Science - Social Behavioral Science
CUNY - MEDGAR EVERS COLLEGE
Brooklyn, NY06-2009
Skills
- Technical Sales
- Technical Support (Tier 1 / Tier 2)
- Customer Success & Retention
- Troubleshooting & Root Cause Analysis
- Ticketing Systems & Case Management
- Network & Connectivity Troubleshooting
- Escalation Management
- First Contact Resolution (FCR)
- Customer Experience (CX)
- Knowledge Base Development
- Team Leadership & Training
- Quality Assurance (QA)
- KPI & Metrics Analysis
- Team Leadership
- Project Management
- Sales Management
- Recruiting & Team Development
- B2B Sales
- Account Management
- Communication Skills
Accomplishments
- Won "Lead of the Year" recognition for achieving the highest contract renewal rate in the company, exceeding targets by consistently delivering exceptional customer experiences.
- Earned company-wide safety award recognition in 2021 and 2022.
Tools
- Intercom
- Zendesk
- Cerebro
- Ruckus
- Omada
- Sharepoint/Smartsheet
- Zabbix
- Aircall
- Knowledge Base (KB) Creation
- Stripe
- CRM Software
Timeline
Tier 1 Technical Support Representative
Aerwave
07.2024 - Current
Scheduler
ARS/Rescue Rooter
04.2023 - 07.2024
Customer Support Operations Coordinator
Iqor
06.2021 - 04.2023
Customer Service Lead
Just Energy
09.2014 - 06.2021
Associate of Arts - Film Production
Houston Community College
Bachelor of Science - Social Behavioral Science
CUNY - MEDGAR EVERS COLLEGE