Zachary Hansen
Seattle,WA
Summary
Creative and analytical Technical Product Manager with experience in SaaS, user experience design, and cross-functional team collaboration. Adept at supporting the development and launch of innovative products that align with market needs and company goals. Seeking to leverage my skills in a dynamic environment to drive product success and customer satisfaction.
Overview
2
2
years of professional experience
Work History
Technical Support Engineer
One Inc
Folsom, CA
05.2023 - Current
- Collaborated with cross-functional teams to resolve critical technical issues by recreating them in a test environment and coordinating escalations to development.
- Managed multiple high-priority cases simultaneously, ensuring timely communication and resolution.
- Partnered with Support Relationship Manager to deliver exceptional client support.
- Identified opportunities for product improvements and contributed suggestions to enhance user experience.
- Conducted client training sessions, ensuring effective software adoption and utilization.
- Created and maintained detailed documentation for troubleshooting, system configurations, and best practices to improve product usability and support efficiency.
Technical Support Specialist
FareHarbor
Denver, CO
05.2022 - 05.2023
- Collaborated with support team to assist client with emergent technical issues by participating in group calls, assisting with tricky tickets, and attending/providing trainings.
- Assisted with client SEO, integrations, issue with bugs, and reports. Escalated to corresponding teams when necessary.
- Communicated with customers to identify issues within software, walked through possible solutions by either training them how to fix it themselves or immediately fixing the issue.
- Received inbound phone calls from customers to provide first-level support and remotely troubleshoot issues with service, equipment or customer accounts.
- Maintained compliance with established and updated policies and procedures with minimal supervision.
- Demonstrated advanced product knowledge to solve customer issues.
- Developed and maintained strong relations with customers to meet quality expectations.
- Increased technical knowledge by reading help documents and attending webinars.
- Collaborated with engineering and product teams to identify and rectify recurring technical issues.
- Managed ticketing system to track, prioritize, and resolve customer support requests.
Education
Backend, SQL And DevOps With Python Certificate - Backend Software Development
Nucamp Coding
Online09.2022
Some College (No Degree) - Biology/Engineering
University of Mississippi
Oxford, MS05.2015
Skills
- Salesforce / Zendesk
- Jira, Atlassian
- Strong understanding of HTML, CSS, JavaScript, Python, SQL, APIs, Cloud Services
- Understanding of UI UX Design Concepts
- Creative Problem Solver
- Collaborative Team Player
- Interpersonal Skills
- Verbal and Written Communication
- Prioritization and Execution
- Customer training
- Product issue resolution
- Timeline Management
- Project Management
- Attention to Detail
Interests
Software Engineering, Cycling, Climbing, Sustainable Living, Reading, and Travel
Timeline
Technical Support Engineer
One Inc
05.2023 - Current
Technical Support Specialist
FareHarbor
05.2022 - 05.2023
Backend, SQL And DevOps With Python Certificate - Backend Software Development
Nucamp Coding
Some College (No Degree) - Biology/Engineering
University of Mississippi
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