Cory Baber Email & Phone Number

Remote Nc

Scottsdale, Arizona

- Researching issues, replicating technical problems, and communicating directly with customers to provide outstanding customer support via phone, live chat and email- Analyze technical trends and recommend product and documentation enhancements; and actively contribute to our online community and knowledge database for up-to-date customer information and solutions.- Provide customer support via Service Desk environments such as Salesforce, and JIRA ensuring inbound issues are triaged and updates provided within SLA- Experience in environments such as HTTP, SQL, XLM, HTML, JavaScript, REST, along with streaming protocols such as RTMP (Flash), and Apple HTTP Live Streaming (HLS)

-Developed extensive knowledge of GoDaddy's Website Builder becoming the lead subject matter expert, critical to maintain the team's knowledge of features and updates as well as bugs and possible workarounds. In this time worked closely with developers to measure impact to better help prioritize bugs and implementing fixes. Developed new means of reporting to better analyze agent performance and the creation of additional train to maintain the highest quality of support to our agents and customers.-Incident management lead providing real time impact of reported known issues, Collecting examples and reporting fixes. Relaying information with Network Operations, management, and fellow team members to minimize impact to the company as a whole. -Supported Office 365 as the company brought on the service both internally and externally, checking setups and systems, identifying issues and escalating to work with Microsoft, pursuing issue through resolution

Educate customers regarding GoDaddy products and services the customer may be interested in, inform customers of new products and services as they become available, remind customers when their current products/services are expiring, and offer customers assistance with the extension/renewal of their contract-Exceed weekly minimum sales quota, ready status time, calls per day and quality assurance scores as set by call center management-Provide support to customers regarding GoDaddy products, including assistance to customers with purchases, technical issues, questions.- Supporting customers both over the phone and in online sales Chat.

Receive inbound calls from existing and potential clients-Troubleshoot technical issues-Review accounts, recommend and set clients up with the correct products & services-Meet departmental goals and performance standards