Gideon K. Email & Phone Number

Remote

Remote

My main task is to provide technical and customer support for an increasingly known all-in-one SEO analysis SaaS tool called nightwatch.io and its predecessor called ranktrackr.com through support tickets. Common tickets I work on daily are keyword rankings, backlinks, site-auditing, marketing, hiring, sales, pre-sales-related tickets, and more. My role is to help set up the customer support department and reporting structure from scratch as well. I’ve helped to:1. Create labeling tags to correctly group different tickets and issues.2. Send customer surveys to determine customer happiness via NPS and CSAT scores.3. Set up a reporting template to show weekly updates to the team, such as number of feature requests, number of bugs, number of escalated tickets to developers, and more.4. Set up processes and workflows, such as steps to escalate to developers, daily handovers among the team across different timezones, steps to do reporting, and more.5. Write internal documentation on topics, such as guidelines, processes and workflows, common cases and templates to reply to each of them, and how to use the various support tools and our admin site.6. Set up tools and integration to collect and display data, such as user feedback, feature requests, and bugs.Other than providing support, I also work on various writing tasks such as:1. Onboarding handbookI wrote an entire onboarding handbook (all 21 chapters) to help new users get started with the tool and all its features2. Help docsI am currently the main person for planning, maintaining, updating, and writing new articles for our documentation site. I have a colleague who updates and writes new articles based on the plans that I came up with.I’ve also revamped the content of the entire documentation site multiple times with different platforms such as Help Scout, Crisp, and most recently - Intercom. With Help Scout and Crisp, I have also beautified the website with CSS.

Remote

My main task is to alongside teammates from all over the world - US, Australia, New Zealand, India, Indonesia, and many more countries - to provide technical support for WordPress.com customers through live chat, support tickets, and business calls remotely.Other tasks include:1. Reproduce and reporting bugs to the developers.2. Help new hires and trial hires to get them up to speed with their job by mentoring them.3. Experiment with different third-party WordPress plugins to help the team and users know which plugins are reliable.

Kuala Lumpur, Malaysia

My main task is to provide technical support for the following Atlassian products: Bitbucket Cloud, SourceTree, and JIRA Cloud - mostly via ticketing through JIRA, and occasionally via video call - to guide the customers to resolve their issues and teach them how to use our products. I have experience working in the EMEA timezone, as well as APAC timezone.For Bitbucket Cloud, I mostly help troubleshoot issues that involves account management, Git, Mercurial, SSH and HTTPS, API, hooks, Bitbucket Pipelines (Bitbucket Cloud's build and deploy tool)For SourceTree, I mostly help troubleshoot issues surrounding SourceTree’s bugs, find quick workaround methods to help users overcome these bugs.For JIRA Cloud, I mostly help troubleshoot issues surrounding its DVCS connection and integration with our Git platforms such as Bitbucket.My primary tasks are to:1. To work in a global environment - have handover and standup meetings with the engineers and staffs from all over the world - San Francisco, Austin, Porto Alegre, Amsterdam, Sydney, and Kuala Lumpur.2. Reproduce and report bugs to the developers and the product users, record and analyze the number of users affected by the different bugs and pass these data onto the developers to decide and prioritize which bugs need quick fix.3. Think of how to improve these software, and file a feature request for the developers to consider implementing them.4. Come up with knowledge base articles as guides for the customers to work around existing issues, or as basic step-by-step guides to use our products.5. Assist managers in analyzing data involving survey scores, number of incidents, number of escalations, types of issues filed by customers, and more in a month; to help the team decide the several improvements that can be made moving forward.Other notable task:1. I have mentored 2 support engineers and got them up to speed to take on the Support Engineer role for Bitbucket Cloud as well.

Selangor, Malaysia

This was where I learnt the basics of Ruby on Rails, HTML5, Coffeescript, jQuery, and MongoDB and built parts of websites with these skills in a team of 5 people.Debugging processes for all tasks were done with Mozilla Firefox’s Firebug.Bitbucket was used to share, clone, and merge codes among the team.I have also helped the company to conduct a very basic Ruby for Rails training for a group of 10 non-coders.

Selangor, Malaysia

This was where I learnt how to manage a store from a supervisor, and then teach new hires how to manage the store. This is also where I learnt how to communicate with customers and serve them. Other tasks:Performed basic transactions, storekeeping, data entries (including record and updating sales transactions) and creating flyers.