Markos Alebachew
Richardson,TX
Summary
Customer-focused Technical Support & Customer Success professional with 5+ years of experience supporting SaaS platforms, higher-education systems, and enterprise customers. Skilled in troubleshooting complex technical issues, managing high-volume ticket queues, and documenting solutions to improve team efficiency. Recognized for clear communication, strong analytical skills, and building trusted relationships with customers and cross-functional teams.
Overview
10
10
years of professional experience
Work History
Customer Success Technical Specialist
IAR
Plano, TX
10.2025 - 02.2026
- Served as first-line technical contact for customers, resolving installation, licensing, and compliance-related issues.
- Collaborated with Sales, Field Engineers, and Customer Operations within an account-team model.
- Acted as a trusted Customer Success contact for key accounts, ensuring timely issue resolution and customer satisfaction.
- Maintained detailed case documentation to support knowledge sharing and continuous improvement.
Solution Support Analyst
Netsmart Technologies Inc. (SimpleLTC)
Richardson, TX
07.2022 - 10.2025
- Deliver technical support for a SaaS healthcare platform, resolving issues related to system configuration, setup, functionality, and defects.
- Diagnose and troubleshoot customer issues across multiple channels while consistently meeting productivity and SLA targets.
- Document solutions and known issues to reduce repeat tickets and improve team efficiency.
- Manage and track cases using ServiceNow and Zendesk, ensuring accurate and timely resolution.
- Partner with engineering and internal stakeholders to escalate defects and communicate resolutions to customers.
Graduation Support Specialist III
University of Texas at Dallas
Richardson, TX
11.2021 - 07.2022
- Evaluated student transfer credits, calculated transfer GPAs, and determined graduation eligibility in compliance with university policies.
- Analyzed student academic records to track degree progress and identify deficiencies.
- Entered and maintained accurate data in student information systems.
- Supported planning and execution of commencement exercises.
- Communicated findings clearly to students, faculty, and academic advisors.
Enrollment Support Specialist I
University of Texas at Dallas
Richardson, TX
07.2018 - 10.2021
- Served as the first point of contact for current and prospective students seeking admissions, registrar, and financial aid assistance.
- Resolved inquiries related to residency status, academic documentation, credit transfers, registration, and grade changes.
- Utilized OnBase and Orion systems to research and resolve cases accurately.
- Delivered consistent, policy-compliant customer service via phone, email, and in-person interactions.
Call Center Representative
WebCE
Dallas, TX
10.2015 - 05.2018
- Provided high-quality customer service and technical assistance to continuing education clients.
- Researched state-specific continuing education requirements.
- Assisted users with website navigation, account access, and billing inquiries.
Education
Bachelor of Science - Psychology
University of Texas At Dallas
Richardson, TX12.2014
Associate of Arts - Liberal Arts
Dallas College
Dallas, TX12.2012
Skills
- Technical Support & Troubleshooting
- SaaS & Application Support
- Ticketing Systems: ServiceNow, Zendesk
- Customer Success & Account Support
- Documentation & Knowledge Base Development
- Cross-functional Collaboration
- Data Analysis (XML, CSV)
- Problem Solving & Root-Cause Analysis
- Written & Verbal Communication
- Customer-Focused Support
Affiliations
- Tau Sigma National Honor Society — Active Member
- National Society of Leadership — Active Member
Timeline
Customer Success Technical Specialist
IAR
10.2025 - 02.2026
Solution Support Analyst
Netsmart Technologies Inc. (SimpleLTC)
07.2022 - 10.2025
Graduation Support Specialist III
University of Texas at Dallas
11.2021 - 07.2022
Enrollment Support Specialist I
University of Texas at Dallas
07.2018 - 10.2021
Call Center Representative
WebCE
10.2015 - 05.2018
Bachelor of Science - Psychology
University of Texas At Dallas
Associate of Arts - Liberal Arts
Dallas College