SaaS focused tech support professional

Tech Support Loveland, Colorado, United States

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Summary

I am an experienced tech support agent and leader who specializes in being able to accumulate knowledge, make connections, and disseminate that knowledge to others to aid in their own support interactions. During my time as a Tier 2 technical support agent, I was highly regarded by my peers as someone who could take disparate sources of information and combine them into something helpful. I authored a support-wide training focused on Outlook display issues, which saw a 30% decrease in Outlook related support escalations within a week of the support organization taking it, and a further reduction of 50% in the following months. During my time as a leader in Tier 2, I assisted in rebuilding the Tier 2 team after a brand new department in our organization attracted many of our tenured Tier 2 agents. This took the form of hiring new Tier 2 agents, training them on our procedures, and helping them with any difficult cases they were working. At the conclusion of this rebuild we were able to reduce our support case backlog from 120 cases to zero within a month. I have also led a team of five agents to help manage our defect notification queue. This queue exists to notify customers when we fix bugs, and due to staffing difficulties, it had ballooned to over 9000 cases. I led my team to triage sections of the queue, close out single-day system issues, and age out extremely old cases and was able to get the queue down to zero within 3 months. This resulted in customers being notified of bug fixes within a week of the fix going live instead of the several weeks it was prior to this project.

Expectations

I would like to work in an environment that takes advantage of my leadership skills, attention to detail, and ability to communicate complex issues in a concise and easy to understand way. I love puzzles and brain teasers, and I approach my work with the same outlook. Getting to the bottom of a complex issue or finding a clever workaround for a longstanding bug are my favorite parts of my current job, and I would love to bring that energy to a new environment.