Open to opportunities

Xihao Jiang

@andyjiang0818

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Results-driven technical support professional with a passion for optimization.

United States

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What I'm looking for

I am looking for a role that fosters collaboration, encourages growth, and values innovative problem-solving.

In fast-paced SaaS environments, I’ve led support teams, resolved high-impact issues, and transformed complex workflows into scalable, efficient systems. I bring over two years of hands-on experience with tools like Zendesk, Jira, Confluence, and Salesforce. More importantly, I bring energy, ownership, and the mindset of someone who builds long-term solutions, not just short-term fixes.

If you're looking for a support professional who thinks like an engineer, collaborates like a teammate, and is always focused on improving the customer experience, I’d love to connect.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Associate

Current

Momentive Software

Jun 2024 - Present (11 months)

Provided complex technical support for a Learning Management System in a B2B SaaS environment. Led and mentored a support team, improved workflows, and increased customer satisfaction by 25% through effective troubleshooting and collaboration.

Zendesk Jira SQL Metabase Customer Satisfaction Troubleshooting

Senior Customer Support Specialist

Go3Technology

Jan 2024 - Jun 2024 (5 months)

Managed the support team and optimized workflows, leading to a 50% improvement in response times and team efficiency. Collaborated with cross-functional teams to resolve advanced technical issues and enhance customer satisfaction.

Customer Satisfaction B2B SaaS

Customer Support Specialist

Go3Technology

Sep 2023 - Jan 2024 (4 months)

Delivered frontline support for SaaS and POS systems, resolving technical issues efficiently and achieving a 30% increase in resolution efficiency. Recognized for exceptional customer service and quick problem resolution.

SaaS Customer Service

Benefits Coordinator/IT Support

ABI FI Corp

Mar 2023 - Aug 2023 (5 months)

Optimized IT resource management and resolved complex technical issues through tailored IT solutions. Enhanced asset management strategies using Excel and OneDrive for efficient resource allocation.

Asset Management Excel Resource Management