- Creates, develops, plans, writes, and edits documents such as instructional manuals, maintenance procedures.- Translate technical information into easy-to-understand documents.- Collaborate with Engineering and Product Teams to implement the Transfer of Information (TOI) for Support Org around new releases.- Work closely with multiple teams to identify training opportunities and evaluate the success of support readiness initiatives.- Responsible for assessing the impact of product changes and facilitating weekly meetings between Support Delivery and Engineering teams to address customer-impacting defects.- Responsible for leading Support Readiness Project Teams for New Product Launches and GTM.- Responsible for delivering internal communications to Global Support & Services organization related to Product Releases, Product Changes, New Product Introductions, GTM changes, Beta, and Support and Processes Updates.-Collaborate with Cross-Functional Teams and Stakeholders to deliver expected Readiness Project Deliverables.-Collate and present monthly status reports on organization-wide initiatives to the Customer Support leadership team-Introduced Risk Mitigation plan into Readiness NPI/GTM framework.

3rd Tier Technical Support for Client ServicesPartnered with Development on software defects as identified by Client Services.-Worked with DevOps, DBA, and/or infrastructure support to identify and resolve issues in the production environment.-Completed detailed troubleshooting and investigation of reopened system issues, including running database queries, examining configuration files, and evaluating source code.-Executed custom database queries or made minor changes to existing report queries to meet specific customer requirements or requests.-Participated in the design/development of support tools and training materials.-Participated in Product Team standup and communicated outstanding issues.-Microsoft Active Directory and Global Policy Objects to organize and maintain the internal network.-HTML-Web Services

-Hosted On-Boarding Training Demos For ClearStar's Channel Partners and internal employees, which included writing the demo script and presentation layout.-Provided end-user support via phone, live chat, and CRM Netsuite-Completed testing and QA of reported application issues.-Communicated case Issues with Development and product management to assist with analyzing, and resolving outstanding technical issues and platform enhancement.-End-to-end ownership of customer issues, including initial troubleshooting, identification of root cause, and issue resolution.-Rest API testing and review via SoapUI API and Postman.-After-hours Support

-Trained and mentored new team members to promote productivity, accuracy, and friendly customer service.-Drove customer escalations to resolution by engaging directly with clients.-Oversaw address of customer requests for friendly, knowledgeable service and support.-Scheduled appointments to meet customer needs and resolve key concerns.-Assessed monthly reports to review client activity and identify opportunities.-Delivered a high level of service to clients to build upon relationships for the future.-Provided exemplary coaching to department employees, realizing a successful increase in team morale.

• Approving timecards for payroll.• Visual Merchandising• Making sure my team and I give exceptional customer service to help provide a memorable experience for clients.• Making sure the store and the team are following all company guidelines and procedures.• Providing on boarding for new team members.• Scheduling.• Driving results by utilizing KPI to analyze the business. • Constant in the moment coaching to ensure team is building profitable client relationships.