I act as a resource, a liaison, a communicator, a troubleshooter, a technical expert, and, above all, an advocate for our customers and support team.My first focus is tickets. I assist our front-line agents with questions, often engaging in my own troubleshooting and investigation. I take on difficult customer tickets, working with those customers directly through messaging, email, and video calls. I also qualify problem tickets before triaging them to the appropriate engineering team.I also work with our internal teams on various tasks. This includes investigating bugs with engineering, discussing feature development with product, gathering resources with sales/success, and diving into high-level escalations with customer trust.I round out my time with special projects. This includes writing and updating documentation, participating in focus groups and office hours, and developing training materials.

Work through the most difficult support tickets across all product areas, corresponding with customers over email and video calls.Liaise with product and development teams to identify problems, validate bug fixes, and maintain communication lines to the rest of support.Collaborate with other teams throughout the company, answering questions and participating in office hours.Complete project work outside regular support duties, including writing documentation and developing training resources.Global point of contact in analytics: Meet with reporting product and development teams to discuss bug fixes and projects, act as a reporting resource for internal teams and customers, coordinate reporting support specialists across regions, complete high-level project work and documentation in analytics.

Work on escalated technical support cases and assist customers over email, phone, and screenshareIdentify potential bugs and submit details to engineering teamsWrite and review documentation on highly technical conceptsGlobal point of contact in analytics: Meet with product managers regularly to discuss reporting; assist internal teams and large customers with difficult reporting queestions; participate in weekly office hours for casual support questions; complete special reporting projects and documentation

Provide advanced support over email and phones, specializing in business analytics.

Provide front line support over phones, email, and live chat.

Provided front-line customer service and technical support over phone, email, and live chat.Supported the international sales team. Tasks included processing distributor orders, answering product and procedure questions, assisting with price list creation, and coordinating between departments.Assisted with the development, release, and support of new volume licensing methods for the software.