Bryan Ens Email & Phone Number

Boston, Massachusetts, United States

* Manage Product Launch strategy and rollout for integrated payment products. * Create training and documentation for new products from support supports, rollout information and general support-related communications.* Deliver Remote and In-Person training for Technical Support teams for products and features. * Collaborate with cross-functional teams within Product, Engineering, and other Operational leaders to develop product rollout strategies mainly focused on operational teams. * Work with call-center managers to collect feedback on products and services to maintain accurate internal knowledgebase and runbooks. Update internal-Technical support blog with latest communications related to product and support issues. * Act as Internal Subject Matter Expert for internal produces and services to the company and external partners.

Greater Boston Area

• Develop and deliver training on our products and procedures, as well as third-party software and applications, to Technical Support teams based in Boston, Belfast and Asia. Often travel internationally to Belfast to conduct in-person training. • Assist with Technical Support strategy and align with management and other cross-functional teams (Product, Delivery, Back Office, Sales, Tech Writing) to meet companywide goals. • Plan, collaborate and roll out new products for support teams including: iMobile3 POS system, Blue Tooth Card reader for internal teams, and new Cayan Genius services. • Document and maintain channel- specific technical support guides and training materials for a full range of software and hardware.• Create runbooks for targeted for specific accounts and companywide initiatives for support teams. • Produce call scripts and data-mining inquiries, in collaboration with Management and other key department stakeholders, for companywide initiatives with our call center and partner organizations. • Perform monthly quality assessment report of Tier-2 team support closed cases through Cayan CRM software for management. • Pull calls, as needed, for management and team leads to assess root causes of issues and retrain as needed. • Create and maintain Litmos E-Learning modules and assessments producing audio, video and written materials as needed. • Facilitied quarterly webinars for our external sales agents.

Greater Boston Area

• Troubleshoot escalated CRM tickets through NetSuite software; closed 1,800 tickets in 2016, provide problem identification, analysis and resolution. • Triage inquiries from colleagues in our Belfast and Manila offices to guide them with escalated issues through multi-interfaces of Slack chat, Phone, and Email.• Facilitate new implementations for our online payment portal and provide support for our existing client base.• Provide daily assistance for our unified commerce solution suite, including solving inquiries for third party products integrated to the Cayan API services.• Conduct Quality Analysis Audit of closed NetSuite cases for supervisor on a daily basis to ensure details on trends to better help with the overall goal of raising our Net Promoter score and building company wide knowledge base.• Project Management experience assisting with processor conversions for key accounts. Member of Genius pilot team for the EMV card roll out in 2015 and 2016, assist with testing and other pilot related initiatives.• Ensure the success of key partnerships by analyzing, identifying and solving support related requests along with assisting our Relationship Managers to give the best possible service to clients.• Primary contact for partners in a technical advisory role for cross-functional teams with high value partners Lightspeed and Granbury, and major merchant national retail brands such as Party City.• Identify, reproduce and document trends with detailed Splunk logs for Integrations managers/Software Engineering for product improvements• Manage Transaction Recovery project cases from start to finish to assist clients with recovery of lost funds.• Accept full ownership of special work or project assignments, keeping consistent communication with clients.

Boston, Ma

* Provide level one and two phone, email and remote desktop customer support to customers using our integrated solutions with their point-of-sale applications, standalone credit card terminals as well as virtual terminals, payment gateways and mobile payment applications as they pertain to the credit card industry.• Provide excellent customer service to our portfolio, including consistently meeting department goals of one call resolution of support issues in technical support phone queue (in the top three in the department.) * Manage daily software setup queue for new software implementations across multi-channel processing platforms.* Troubleshoot In House and Third party mobile apps on IOS and Android devices. • Accurately complete daily data-entry of forms and online systems to manage instillations on our setup queue working with multiple software platforms. • Implemented and assisted with the launch of our fully integrated multi-channel product Genius, along with many cashier-facing terminals, such as VeriFone, Hypercom, and Ingenico products. • Effectively work with a diverse range of clients to accurately relay complex information, including crisis management and promotional products. • Worked in multi-department initiatives for our pilot-programs for new partner companies to provide API Credentials and order information. • Assisted with creating and maintaining an in-house support wiki and Atlassian Confluence software, as well as other troubleshooting documentation.• Train colleagues and accept special projects with my department while fully participating in drive to complete corporate goals.

Greater Boston Area

Greater Boston Area

Greater Boston Area

Greater Boston Area

• Shipped credit card terminals and equipment to our non-merchant customers. • Conducted monthly inventory counts of all equipment.• Received and tested all returned equipment in our Boston office.

Vancouver, Washington

- Facilitated multiple departments of shop floor.- Provided high-quality customer support while frequently exceeding sales goals.

Bachelors, English, Journalism

Associates, History, Government