Morgan Morris
Summary
Results-driven Technical Support Analyst with 5 years of experience in SaaS platform support and complex issue resolution. Skilled in investigating customer-reported problems, collaborating with Engineering, Product, and Operations teams to enhance platform performance. Proficient in CRM systems, Jira ticket management, API troubleshooting, and data analysis, utilizing AI tools to streamline processes and improve customer service.
Overview
6
6
years of professional experience
Work History
Product Support Specialist I
Xplor Technologies
06.2024 - Current
- Provide technical support for SaaS field service management software, troubleshooting application functionality, workflow issues, integrations, and customer-reported defects.
- Document, track, and manage escalated issues through Jira, providing clear summaries, reproduction steps, technical findings, customer impact, and follow-up actions for Product and Engineering teams.
- Collaborate with cross-functional teams to resolve complex issues, ensuring timely updates for customers throughout the resolution process.
Partner Support Consultant
Zillow Group
05.2021 - 06.2024
- Investigated and resolved complex SaaS platform issues for real estate professionals through phone, email, and chat support while maintaining high customer satisfaction scores.
- Managed high-priority escalations and coordinated cross-functional efforts to resolve platform defects and production-impacting issues, ensuring timely service restoration.
- Documented technical findings and translated customer-reported issues into actionable escalation tickets for engineering and product teams, enhancing issue resolution clarity.
Technical Support Analyst
Assurant
01.2020 - 03.2021
- Delivered technical support for customers and internal users by effectively troubleshooting account, application, device, and service-related issues, enhancing user experience.
- Documented customer issues, troubleshooting steps, and resolutions in ticketing systems to support accurate follow-up and reporting.
- Identified recurring issue patterns and improved support workflows through comprehensive case documentation, streamlining resolution processes.
Education
Some College (No Degree) - Business Administration and Management
University of Phoenix
Tempe, AZSkills
Timeline
Product Support Specialist I
Xplor Technologies
06.2024 - Current
Partner Support Consultant
Zillow Group
05.2021 - 06.2024
Technical Support Analyst
Assurant
01.2020 - 03.2021
Some College (No Degree) - Business Administration and Management
University of Phoenix