Hi, I’m
Jared Routon
Technical Solutions Supervisor
Powderly,TX
Summary
Dynamic, results-oriented professional committed to contributing to a forward-thinking organization while pursuing ongoing personal and professional development. Strong focus on driving financial performance growth, enhancing organizational effectiveness, and expanding skills and expertise underpins every endeavor. Dedicated to continuous learning and embracing new challenges, with a firm belief in the intrinsic value of people within an organization, ensuring respect and fairness are prioritized. Proven success in acquiring new customers, managing high-pressure orders, and leading technical support teams to deliver exceptional service while fostering collaboration and continuous improvement.
Overview
8
years of professional experience
2
Certifications
Work History
EG4 ElectronicsSulphur Springs, TX
Technical Solutions Supervisor
11.2024 - Current
Job overview
- Worked cross-functionally with Sales, RMA, and Order Processing teams to ensure smooth coordination and expedited solutions.
- Directed support for distributors, installer groups, and DIY customers, providing timely assistance and resolution of immediate issues.
- Oversaw escalated troubleshooting, team performance, and process documentation to enhance the customer experience.
- Developed comprehensive training materials to ensure consistent knowledge across the technical support team.
- Monitored team performance and facilitated the necessary training programs to help maintain a high level of competence among support staff.
- Implemented performance metrics to monitor team productivity, identifying areas of improvement and implementing necessary changes.
- Oversaw the creation of a comprehensive knowledge base, enabling faster access to solutions for common problems faced by customers.
EG4 ElectronicsSulphur Springs, Texas
Online Support Specialist
01.2024 - 11.2024
Job overview
- Provided front-line technical support for customers via email, phone, and online platforms.
- Assisted with troubleshooting, system configuration, and product guidance to ensure customer success.
- Collaborated with team members to improve workflows and reduce response times.
- Assisted in the development of internal policies related to online support services that resulted in improved consistency across all agents'' performance.
- Maintained up-to-date documentation of all support interactions using CRM software platforms, allowing for quick reference during future engagements.
- Mentored junior support specialists by sharing best practices and providing constructive feedback on their performance, contributing to overall team growth and success.
Signature SolarSulphur Springs, Texas
Technical Solutions Specialist
08.2023 - 01.2024
Job overview
- Within the role of Technical Solutions, I specialized in addressing advanced technical challenges, building upon my expertise in technical support.
- My key responsibilities included:
- Advanced: Proficiently tackled complex technical issues, including in-depth troubleshooting of intricate solar system problems, consistently providing innovative solutions.
- Root Cause Analysis: Conducted thorough root cause analyses to uncover the underlying reasons behind recurrent technical issues, leading to the development of effective preventive strategies, and improved system reliability.
- Custom Solutions: Collaborated closely with customers to design tailored solutions, optimizing solar system performance, integrating new technologies, and ensuring seamless functionality.
- Cross-Functional Collaboration: Worked closely with cross-functional teams, including engineers and product specialists, to develop and implement innovative customer solutions, addressing highly technical challenges comprehensively.
- Continuous Learning: Maintained a commitment to continuous learning, staying at the forefront of solar technology advancements through training and self-study, enabling expert guidance to customers, and innovative technical solutions.
- Documentation and Reporting: Maintained meticulous records of technical issues, solutions, and outcomes, fostering transparency, and serving as a valuable resource for future troubleshooting and system enhancements.
- Enhanced customer satisfaction by promptly addressing technical issues and providing effective solutions.
- Promoted a culture of continuous improvement by actively participating in team meetings, sharing best practices, and proposing innovative solutions to enhance overall performance.
Signature SolarSulphur Springs, Texas
Technical Support Associate
04.2023 - 08.2023
Job overview
- At Signature Solar, I excelled in providing advanced technical assistance to customers
- Key responsibilities included:
- Expertly handled customer inquiries and concerns related to solar systems, consistently delivering exceptional support
- Effectively identified and resolved complex technical issues through in-depth troubleshooting, ensuring prompt issue resolution
- Assisted customers with system configurations, adjustments, and optimization, offering customized solutions to meet their specific needs
- Maintained comprehensive records of customer interactions and solutions, supporting transparency and future troubleshooting efforts
- Collaborated closely with the technical team to escalate and resolve intricate technical challenges
- Stayed up-to-date with solar technology advancements and industry best practices, providing accurate and cutting-edge assistance
- Upheld a high standard of customer satisfaction by consistently delivering excellent technical support services.
WiFires Communication LLCParis, Texas
Customer Service Technician
03.2022 - 04.2023
Job overview
- Spearhead customer acquisition and manage customer relations.
- Deliver expert technical support, resolving issues efficiently.
- Efficiently schedule technician appointments for seamless customer installations.
- Handle customer data processing and maintain an organized database.
- Conduct comprehensive testing and maintenance of client radios for field deployment or returns.
Williams Sporting GoodsParis, Texas
Screen Printer
06.2017 - 01.2019
Job overview
- A prominent sporting and t-shirt store in Paris, TX:
- Successfully met tight deadlines, ensuring prompt delivery of orders for commercial clients
- Operated and maintained commercial printing equipment to ensure optimal performance
- Trained new hires within the screen printing department.
Education
Paris Junior CollegeParis, TX
No Degree
05.2017 - 2017.05
North Lamar High SchoolParis, TX
High School Diploma
05.2001
Skills
Help Desk
Certification
NABCEP Associate
Timeline
Technical Solutions Supervisor
EG4 Electronics
11.2024 - Current
NABCEP PVSI
09-2024
Online Support Specialist
EG4 Electronics
01.2024 - 11.2024
Technical Solutions Specialist
Signature Solar
08.2023 - 01.2024
Technical Support Associate
Signature Solar
04.2023 - 08.2023
Customer Service Technician
WiFires Communication LLC
03.2022 - 04.2023
Screen Printer
Williams Sporting Goods
06.2017 - 01.2019
Paris Junior College
No Degree
05.2017 - 2017.05
North Lamar High School
High School Diploma
05.2001
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