Zack Housholder
Janesville,WI
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing comprehensive support to users and developing and implementing technical solutions. Adept at analyzing system performance to drive optimal user experience.
Overview
5
5
years of professional experience
Work History
Associate Technical Support Engineer
Lessonly by Seismic
11.2022 - Current
- Improved customer satisfaction by promptly addressing and resolving technical issues.
- Streamlined troubleshooting processes for faster resolution of technical problems.
- Assisted in the development of internal tools to optimize technical support processes, resulting in improved efficiency and reduced response times.
- Contributed to the improvement of product quality by providing valuable feedback from customers to development teams during testing phases.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
Customer Experience Specialist
Lessonly by Seismic
11.2021 - 10.2022
- Provided personalized service, anticipating customer needs and offering tailored solutions.
- Built rapport with customers by consistently delivering excellent service, fostering long-term loyalty.
- Monitored customer feedback, identifying trends to improve product offerings and the overall customer experience.
- Developed training materials to educate staff on best practices for providing exceptional customer service.
- Participated in cross-functional teams to address complex problems, improving overall customer experience strategy.
- Onboarded new employees with training and new hire documentation.
Customer Support Team Lead
Accutech Systems Corporation (Cheetah Inc.)
01.2021 - 10.2021
- Lead a team of client support specialists, prioritize complex issues, and provide training and support to internal staff & end users
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Monitored and analyzed department performance to identify areas of improvement and make necessary adjustments.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Customer Support Specialist
Accutech Systems Corporation (Cheetah Inc.)
10.2018 - 12.2020
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Analyzed customer feedback data to identify areas for improvement and recommended appropriate solutions.
- Conducted regular training sessions for new team members, promoting best practices in customer support operations.
Education
Bachelor of Science - Health & Physical Education
Ball State University
Muncie, IN05.2017
Skills
- Application Support
- Issue Resolution
- Technical Troubleshooting
- Critical Thinking
- Teamwork and Collaboration
- Problem-Solving
- Issue Escalation
- Employee Training
- Ticket Management
- Process Improvement
References
References available upon request.
Timeline
Associate Technical Support Engineer
Lessonly by Seismic
11.2022 - Current
Customer Experience Specialist
Lessonly by Seismic
11.2021 - 10.2022
Customer Support Team Lead
Accutech Systems Corporation (Cheetah Inc.)
01.2021 - 10.2021
Customer Support Specialist
Accutech Systems Corporation (Cheetah Inc.)
10.2018 - 12.2020
Bachelor of Science - Health & Physical Education
Ball State University
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