Mark Zakariya

About Mark Zakariya

I\'m a support professional with 10+ years of customer-facing experience in the SaaS space. I\'ve supported individual users, small businesses, and the largest enterprises. Fully remote as of May 2017. When crafting replies to customers, empathy is central to my approach. When you\'re able to truly put yourself in a customer\'s shoes, everything else falls into place. I naturally ask myself questions like-\"how can I make this interaction effortless for them?\"-\"what should I do to minimize time to resolution?\"-\"what types of follow-up questions will they likely have; can I answer those upfront?\"-\"can our customer\'s feedback be used to improve our product/service?\"-\"if I received this response, would I be happy with it?\"I have extensive experience supporting SaaS products, REST APIs, and WordPress CMS.Eternally grateful to be in a position at Twilio where I\'m able to leverage my talents, and genuinely delight our customers! When I\'m not assisting users of Twilio\'s Programmable Messaging API, you\'ll likely find me reading up on the latest tech news.

Experience

1. Technical Support Engineer 3

   Twilio

   Sep 2021 — Present · US

   As a senior technical support engineer at Twilio, most of my time is spent directly supporting our customers as they navigate the complexities of a highly technical product. I meet our customers wherever they are – I excel at explaining technical concepts to a non-technical audience, and am always happy to jump on a Zoom call with stakeholders.I\'m fiercely customer-oriented, and consider empathy my North Star that guides my interactions with every customer. This approach has consistently earned me perfect 5.0/5.0 CSAT scores across multiple quarters, and even motivated a customer to upgrade to our Personalized Support offering – a commitment! I\'m delighted to share that in 2024 I was identified as a top 15% performer on our Programmable Messaging support team, and was transferred to a newly-formed team that aims to transform our customer\'s experience with our support team. Although my role/title have not changed, my day-to-day now involves more live chat interactions with our customers, and I have been granted additional time/resources for project work. Perhaps most excitingly, I am also being cross-trained on several other products, so that I can now support our customers in even more ways! In my role as a TSE3, I- Serve as a subject matter expert that can quickly, confidently, and accurately resolve customer concerns- Act as a primary point of contact for customer and internal escalations- Host office hours on a regular basis, providing a space for TSEs to ask questions in real-time- Utilize Looker, BigQuery, and other internal resources to investigate issues for customers of our Programmable Messaging APIs- Debug issues with customer code or their implementation of our libraries- Provide personalized coaching and feedback to new hires, teammates, and their managers via Slack, onboarding checklists, and 1:1 Zoom shadowing sessions

Education

• Binghamton University

  Bachelor’s Degree, Political Science

  2009 — 2013

Skills

• Payroll Taxes
• Public Speaking
• Wordpress
• Adp Payroll
• Customer Service