Blake Graham Email & Phone Number

Atlanta, Ga, Us

Technical Support and Troubleshooting: - Provide technical support and troubleshooting for an enterprise Low-Code Application Builder Platform. - Utilize Knowledge of .xml and C# to troubleshoot applications- Utilize knowledge of SQL to resolve issues across customer dataPartner Collaboration: - Work closely with Kahua partners to understand their needs and help integrate their applications with Kahua’s platform. While facilitating partner enablement by providing necessary documentation and guidance.API Management and Integration: - Support the use and integration of Kahua’s APIs. Assist in the development of API-based custom solutions and troubleshoot API-related issues to enhance app functionality.Training and Education: - Conduct training sessions for partners and customers on how to effectively develop applications- Feedback Collection and Implementation: Collaborate with the development team to implement features that address user needs.- Customization and Configuration: Assist customers and partners in customizing and configuring their Kahua applications, ensuring optimal functionality and performance based on specific project needs.

-Developed and implemented companywide support process leveraging Zendesk, slack, and Atlassian for- Performed Zendesk Administrator role- Developed and mentored others around application customization via custom objects, validation rules, workflows, flows, process builder, etc for Zendesk- Implemented, owned and optimized internal support processes to improve efficiency.- Managed and owned system administration and helped streamline business functionality including: profiles/permissions, role hierarchy, security models, application customization, reports and dashboards, etc- Documented procedures, policies, and systems- Maintained and advised on selection of 3rd party technologies to improve support efficiency in Zendesk-Provide multi-tier support for clients by working with Support, Sales, Product, Professional Services, and Development teams-Opened, tracked, and resolved tickets, ensuring client satisfaction through creative solutions and active communication-Log and resolve product bugs and feature requests involving troubleshooting, QA, product meetings, and client communication-Experience using Zendesk ticketing system -Supported customers through chat, email, and screen shares.-Experience using Slack and other forms of communication within a team

-Manage implementation and configuration of software, including all modules and applications, into a variety of customer environments.-Assisting technical support team in solving complex issues-Act as the primary technical liaison on various implementation project teams.-Provides technical knowledge of software to all departments and teams when needed-Primary point of contact for clients regarding technical/configuration questions -Creating and documenting implementation/configuration processes-Lead client facing meetings regarding configuration and technical topics-Lead product demo meetings with clients-Complete technical slide decks -Experience using Zendesk ticketing system and Asana mobile work management platform-Experience using Slack and other forms of communication within a team

-Collaborated with teammates and clients to quickly acquaint with the highly customizable software offerings for clients-Provide multi-tier support for clients by working with Support, Sales, Product, Professional Services, and Development teams-Opened, tracked, and resolved tickets, ensuring client satisfaction through creative solutions and active communication-Leveraged technical skills and quickly acquired competence to manage customization requests-Edited/Created code scripts to detect and fix defects across JavaScript, HTML, and CSS-Handled customer communication across several communication streams; email, phone, instant message, and voicemail-Assigned the company’s top investor as a support client, increasing their satisfaction rate by50%-Log and resolve product bugs and feature requests involving troubleshooting, QA, product meetings, and client communication-Experience using Zendesk ticketing system-Supported customers through chat, email, and screen shares.-Experience using Slack and other forms of communication within a team-Log and resolve product bugs and feature requests involving troubleshooting, QA, product meetings, and client communication-Experience using Zendesk ticketing system -Supported customers through chat, email, and screen shares.-Experience using Slack and other forms of communication within a team

Georgia, United States

-Learned the legacy system by supporting clients through the support desk-Provided Customer Support at tier levels I-II-Currently Resolved 465 tickets during my time as a tier I Support Specialist with a 90% 24 hour resolution-Grew client and coworker relationships through consistent adherence to Customer Support protocol-Leveraged technical skills and quickly acquired competence to manage customizationrequests