Jacob Pfaff

Senior Product Support Specialist

Troubleshot and resolved up to 50 technical tickets daily, reducing average escalation time from five days to three. Diagnosed recurring failures, built knowledge base, and mentored new hires.

Technical SupportTroubleshootingRoot Cause AnalysisZendeskSalesforceJiraConfluencePower BIKnowledge Base AuthoringEscalation ManagementQA Testing

Operations Project Manager

Managed operations projects, coordinating with production and print partners on live delivery commitments.

Project ManagementOperationsCoordination

Product Technical Support Specialist

Provided technical support for self-publishing platform, diagnosing software and print-production failures. Authored documentation and contributed to customer satisfaction improvements.

Technical SupportDiagnosticsLog AnalysisIssue ReproductionDocumentation

Customer Support Specialist

Assisted customers with account, billing, and technical issues, handling up to 50 tickets daily.

Customer SupportTroubleshootingCommunication Skills

Customer Support Specialist

Flickr / Yahoo!

Assisted customers with account, billing, and upload issues across email and public forums. Designed escalation process and led training of Tier 3 agents.

Customer SupportEscalation ManagementTrainingCommunication Skills