• Assist with research & development for special projects.• Alpha and beta testing of unreleased products.• Provide accurate benchmarks of software and hardware.• Creation of knowledge based articles for internal usage.• Hardware testing and refurbishing and evaluation of potentially defective units.• Tier 1 and 2 technical support via phone and email.• Analog and digital video / audio troubleshooting across multiple products.

• Tier 1 chat, email, and phone support for BigCommerce stores and related projects.• Assist merchants with setup of stores, apps, and configurations required for launch.• Quickly identify issues, provide support articles, and guide the merchant to a solution.• Assist merchants with domain routing, DNS & MX record setups, and SSL installations.• Assist developers with identifying HTML / API errors, and provide relevant documentation.• Provide support for other agents and teams by assisting with troubleshooting and research.• Worked with other agents to locate common issues to create JIRA tickets.• Researched and provided tier 2 solutions as tier 1, avoiding the need to escalate.• Exceeded all metrics and KPI’s required, with a normal 92%+ customer satisfaction.• Efficient at chatting with multiple customers at once, while maintaining a high resolution rate.

• Assist with research & development for special projects.• Alpha and beta testing of unreleased products.• Provide accurate benchmarks of software and hardware.• Creation of knowledge based articles for internal usage.• Hardware testing and refurbishing and evaluation of potentially defective units.• Administration, setup and testing of new Softphone system.• Responsible for opening, closing, and maintaining call center operations.• Tier 1 and 2 technical support via phone and email.• Analog and digital video / audio troubleshooting across multiple products.

• Responsible for creating a network and environment for a professional style community. • Maintaining and upgrading server and networking equipment..• Maintained more than 99.5% uptime across the server farm.• Ability to quickly troubleshoot and identify problems and correct them quickly.• Moderating and managing thousands of accounts with more than 200 daily active users.• Supervising and managing all staff members.

• Diagnosis and repair of consoles and controllers of all types• Troubleshooting hardware and software.• Component troubleshooting and replacement.• Managed repair components and in process repair inventory• Prioritized repair schedule to maintain for sale repaired inventory levels

• Provided Tier 3 email support, Tier 1 and 2 phone and agent support. • Exceeded personal and team quotas.• Detailed documentation of the customers issue call logs and resolutions

• Assist customers with DSL and Dialup Internet connectivity for multiple ISP's and wireless networks• Provide support for email client programs.• Supported internet connectivity for multiple computer platforms.