Jacob McClure

Experience

• 

  Walgreens

  Aug 2007 - Nov 2014

  Senior Certified Pharmacy Technician

  Efficiently processed prescriptions electronically, provided patient assistance both in-person and over the phone, and maintained patient privacy by strictly adhering to HIPAA regulations.

• 

  Intermountain Healthcare

  Nov 2014 - Mar 2015

  Pharmacy Technician

  Earned patient trust through meticulous adherence to sterile prescription filling techniques, coupled with attaining a level 2 pharmacy tech certification, and fostering team rapport by supporting medication pulls for the clean room.

• 

  Frontier Communications

  Mar 2015 - Jul 2015

  Technical Support

  Provided prompt and personable support for accounting software via inbound calls, ensuring high-quality customer interactions while efficiently escalating advanced technical issues through a ticketing system.

• 

  Swift Transportation

  Sept 2015 - Jun 2019

  Extended Coverage Team Member

  Responded to inbound calls and messages from drivers and customers, providing load information, dispatch updates, and driver location updates while fostering strong relationships with internal departments and customers.

• 

  Mariner Finance

  Jul 2019 - Dec 2020

  Help Desk

  Delivered comprehensive support to branch employees for lending system activities, including resolving technical issues, processing account adjustments, and documenting system issues for escalation when necessary.

• 

  Freeus, LLC

  Dec 2020 - Jul 2022

  Dealer Care Representative

  Provided comprehensive support to dealers regarding medical alert devices and system platforms, collaborated with internal teams to resolve complex hardware issues and utilized SQL queries to obtain and assess platform and device information.

• 

  Alter Domus

  Jul 2022 - Feb 2024

  Platform Support Analyst

  Managed user profiles and facilitated access to a private equity platform for accountants, while also addressing and resolving user concerns in collaboration with the IT team.

• 

  NICE

  Aug 2024 - now

  Technical Customer Success Agent

  Configures the Expert platform based on customer requirements, assisting with customizations, and work on technical support cases. Collaborating with customers to understand business needs, create technical documentation, and implement solutions using deep understanding of modern authentication standards, JavaScript, APIs, and more.