Cailin Theobald Email & Phone Number

Responsible for leading an overnight support team of Customer Support and Senior Customer Support Agents - Monitoring and maintaining KPAs through consistent coaching and feedback- Ensuring On Call events are triaged and handled with urgency and efficiency - Responding to escalated On Call events within SLA- Technical troubleshooting on both non-escalated and escalated issues- Creating Slide Decks, Wikis and quizzes for training purposes- Writing knowledge base documents… Show more Responsible for leading an overnight support team of Customer Support and Senior Customer Support Agents - Monitoring and maintaining KPAs through consistent coaching and feedback- Ensuring On Call events are triaged and handled with urgency and efficiency - Responding to escalated On Call events within SLA- Technical troubleshooting on both non-escalated and escalated issues- Creating Slide Decks, Wikis and quizzes for training purposes- Writing knowledge base documents regarding processes and procedures for internal and customer use Show less

Remote

Responsible for leading an overnight support team that handles customer interactions through phone, chat and emailMentoring and providing guidance to overnight team members in relation to policy, procedure and customer satisfactionResponsible for monitoring progress and individual skill levels, and generating training paths accordinglyResponsible for creating Slide Decks, Wikis and quizzes for training purposesResponsible for writing knowledge base documents regarding processes… Show more Responsible for leading an overnight support team that handles customer interactions through phone, chat and emailMentoring and providing guidance to overnight team members in relation to policy, procedure and customer satisfactionResponsible for monitoring progress and individual skill levels, and generating training paths accordinglyResponsible for creating Slide Decks, Wikis and quizzes for training purposesResponsible for writing knowledge base documents regarding processes and procedures for internal and customer use Show less

Remote

Responsible for providing internal assistance for customer calls, answering phone calls from agents to assist with complex tasks and questions and taking on elevations as necessary.Responsible for communicating between departments and external partners to handle elevations quickly and responsively.Working with Google Big Query as well as proprietary Geotab software to manage customer databases and assist with customer and internal queries.Additionally, taking on the role… Show more Responsible for providing internal assistance for customer calls, answering phone calls from agents to assist with complex tasks and questions and taking on elevations as necessary.Responsible for communicating between departments and external partners to handle elevations quickly and responsively.Working with Google Big Query as well as proprietary Geotab software to manage customer databases and assist with customer and internal queries.Additionally, taking on the role of KCS coach to train new agents in the methods of Knowledge-Centered Service. This involves writing and publishing new articles and meeting with new agents for training sessions. Show less

Remote

Responsible for providing tier 1 technical support via phone, email and live chat to customers with issues relating to device errors, portal and application navigation and configuration, and communication. Assisting with ordering and cancelling of products and product implementation.Responsible for communicating between departments for inter-departmental issues, and communicating with and assisting resellers with queries related to Geotab products and services.Working in tandem… Show more Responsible for providing tier 1 technical support via phone, email and live chat to customers with issues relating to device errors, portal and application navigation and configuration, and communication. Assisting with ordering and cancelling of products and product implementation.Responsible for communicating between departments for inter-departmental issues, and communicating with and assisting resellers with queries related to Geotab products and services.Working in tandem with the Knowledge Centered Service team on creating useful how-to and solutions articles for internal and customer use, related to Geotab products and services Show less

Zagreb, Croatia

Provided technical support for a white-label managed web hosting company. Responsible for assisting customers with issues relating to Cloud Sites and Managed WordPress products, providing solutions and escalating to the relevant teams when necessary.Responsible for providing technical support for fully managed email hosting, working with our email provider to assist customers, and escalating to their teams as necessary.

Zagreb, Croatia

Provided white-label billing and account support for managed hosting platforms. Assisted customers with account management, billing inquiries, general inquiries. Worked as support for customers during large-scale company-wide changes after the company was acquired.