Customer Success & Technical Support Specialist

Michael Zheng

San Francisco, CA *******.*****.***@*****.*** linkedin.com/in/mz1999

Customer Success & Technical Support professional with 3+ years resolving complex SaaS issues for enterprise clients across global teams. Skilled at translating technical problems into clear solutions, reducing resolution time, and driving process improvements that boost customer satisfaction.

CORE SKILLS

•Customer Support & Success: Ticket triage & escalation, cross-functional collaboration, customer-facing troubleshooting, CSAT improvement

•Technical: SQL, Java, Python, HTML/CSS/JavaScript, Git

•Tools: eGain, Git/GitBash, Unity

•Other: Root-cause analysis, process documentation, data-driven support trend analysis

PROFESSIONAL EXPERIENCE

Egain — Analyst II, Solution Success May 2022 – March 2025

Sunnyvale, CA SaaS platform for AI-powered customer service & digital engagement

•Resolved technical support issues for enterprise customers via chat, email, and self-service portals, partnering with cross-regional teams in England and India to deliver fast, high-quality solutions.

•Documented and streamlined troubleshooting workflows, cutting average resolution time by 15%.

•Analyzed support ticket trends with eGain analytics to identify recurring issues, informing process improvements that raised first-contact resolution rates.

•Managed high-volume ticket queues and escalated complex cases appropriately, maintaining strong customer satisfaction under time pressure.

SFSU — Java Tutor & Mentor January 2019 – May 2021

San Francisco, CA

•Tutored 50+ first- and second-year students in Java fundamentals, building personalized learning plans and leading group study sessions.

•Provided hands-on coding support and feedback that contributed to a 10% increase in student project completion rates.

Code Tenderloin — Web Development Intern June 2019 – August 2019

San Francisco, CA

•Built and styled responsive web pages using HTML/CSS as part of a team-based summer development program.

•Mentored fellow interns on programming concepts and debugging, reinforcing collaborative problem-solving.

EDUCATION

San Francisco State University — B.S. Computer Science

•Coursework: programming, data structures, algorithms, computer systems, databases, operating systems

•Collaborated on team software projects using Git for version control

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