Jay Spahn

Jay Spahn has a diverse work experience spanning over several companies. Jay currently works as a Technical Support Manager at dss+ since December 2021. In this role, they lead a global team of technical support analysts, manages Tier 1 and Tier 2 product support for L&D clients, and oversees the company's Tier 1 IT helpdesk.

Before that, Jay worked at WellSky from 2018 to 2021, where they held the position of Technical Support Manager. Jay managed a team of sixteen software support technicians, ensured high customer satisfaction scores by resolving concerns during initial support contacts, and collaborated with various departments to address bug issues.

Additionally, Jay served as a Technical Support Analyst Tier II at WellSky from 2018 to 2019. In this role, they handled escalations, identified system bugs, and utilized SQL scripts for adhoc data fixes. Jay also utilized SalesForce and JIRA to create reports.

Prior to their time at WellSky, Jay worked at Kinnser Software from 2012 to 2018. Jay held various roles at Kinnser, including Support Operations Specialist, Technical Support Analyst - WFH, and Support Specialist. In these positions, they managed agencies' data and internal application settings, resolved customer issues in a timely manner, and created knowledge base articles to support the team.

Jay's earliest work experience was as a Distribution Manager at Longhorn Health Solutions from 2008 to 2012. There, they managed warehouse personnel and delivery drivers, ensuring accurate and timely delivery of customer orders. Jay also followed up with customers to ensure satisfaction.

Overall, Jay Spahn has a proven track record of successfully managing technical support teams, resolving customer concerns, and utilizing various technologies and tools to support their roles.

Jay Spahn has completed an Associate's degree in Associate of Applied Science in Computer Information Technology from Austin Community College. In addition to their degree, they have obtained several certifications including "Coaching and Developing Employees," "Be the Manager People Won't Leave," "Critical Thinking for More Effective Communication," and "How to Handle Poor Performers" from LinkedIn. The certifications were obtained in November and December of 2021.