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.

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.
• 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.

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.
• 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.

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.
• 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.) *.
• 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.

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