Jason Gillis
@jasongillis
Experienced technical support manager
United StatesWhat I'm looking for
I'm a seasoned technical support manager with a proven track record of leading large and small support teams focused on customer needs. I'm passionate about improving the capability of support teams through process improvement, automation, and improved tools. My goal is to have a positive impact on the careers of those who work for me and the world.
With over 20 years of experience in technical support management, I've developed strong skills in leadership, process improvement, and customer satisfaction. I've successfully directed international technical support and hardware service management teams, achieving high customer satisfaction scores and improving internal knowledge transfer.
I'm well-versed in a range of technologies, including CRM systems, programming languages, infrastructure, and databases. I'm always looking for ways to improve and expand my skill set to stay ahead in the industry.
Experience
Work history, roles, and key accomplishments
DI- Directed a small global technical support team supporting customer on-prem and SaaS deployments of the Dragos platform.
- Developed annual operating plan for Technical Support defining budget and projects for FY25.
- Defined key performance indicators and improve processes for ticket handling.
- Administration of Zendesk CRM for Support and Help Center.
TL- Directed international technical support and hardware service management teams responsible for $15M+ in support revenue for on-prem and SaaS Video Test & Synchronization and Video Quality Monitoring customers.
- Worked with team members on mentoring and coaching, fostering career growth and development within the support team.
RSLed remote team of support engineers focused on improving customer experience through product sustainability improvements.
RSManaged large, multi-site support team responsible for delivery of technical support to B2B customers in the Americas.
Education
Degrees, certifications, and relevant coursework
Jason hasn't added their education
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Availability
Location
United StatesAuthorized to work in
Salary expectations
Social media
Job categories
Skills
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