T P
@tp03
I resolve SaaS customer issues through clear, empathetic technical email support.
United StatesWhat I'm looking for
At WennSoft, I resolve customer-submitted SaaS issues from intake through closure, using clear email, portal, and phone communication while meeting SLA targets.
I diagnose software application and Windows OS issues, document every exchange in CRM ticketing systems, and translate technical findings into plain-language customer updates and escalation notes for engineering. I also install and configure customer software deployments and proactively monitor environments to address issues before they escalate.
My background at Tozour Trane spans remote support, HVAC equipment performance, building automation, reporting, and field technical support—giving me a strong foundation in troubleshooting, documentation, and customer communication.
Experience
Work history, roles, and key accomplishments
Support Analyst I / Technical Support Specialist
WennSoft
Apr 2019 - Present (7 years 4 months)
Resolved customer issues via email, portal, and phone, managing the full incident lifecycle while meeting SLA targets. Documented all interactions in CRM, diagnosed root causes, and provided clear written updates to customers and engineering.
Optimization Engineer / HVAC & Equipment Performance Specialist
Tozour Trane
Jan 2015 - Dec 2018 (3 years 11 months)
Served as primary written contact for equipment performance issues, corresponding with customers to diagnose problems and outline resolution plans. Authored technical reports and coordinated with field technicians and sales teams.
Remote Support Technician / Customer Support Specialist
Tozour Trane
Nov 2011 - Jan 2015 (3 years 2 months)
Remotely accessed customer systems to run diagnostics and troubleshoot issues, documenting outcomes in written case notes and emails. Collaborated with service and BAS departments to close tickets and maintain case queues.
HVAC Technician / Technical Support
Tozour Trane
Nov 2006 - Nov 2011 (5 years)
Maintained and serviced HVAC systems across commercial facilities, performing technical troubleshooting and system configuration. Completed detailed job documentation and submitted written reports for review.
Education
Degrees, certifications, and relevant coursework
T hasn't added their education
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Availability
Location
United StatesAuthorized to work in
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