Jason Ferree Email & Phone Number

remote/Austin, TX

Austin, Texas, United States

• Managed team of US-based Application Security Managers whose primary focus was to onboard new customers and continuously provide best practices to high profile customers.
• Managed a team of US-based frontline support engineers.
• Redesigned a customer escalation process between Customer Success to Support to Engineering
• Initiated design and development of a Knowledge Centered Support workflow which included Tier 1 and 2 engineers.
• Created a “close the loop” process that tracked customer experience of post-release bugs/fixes for the benefit of our Customer Success and Engineering teams.

Austin, Texas Area

• Manage Premier Enterprise engineers and NA accounts. I focused on the proactive health of a customer’s deployment by building rapport and in-depth reviews of their environment.
• Typical duties of a Tech Support Manager including creating and refining processes, coaching/mentoring, running KPI reports, resource management, assisting agents in case resolution, Agent Development Planning, inbound.
• Executive Escalation management, which typically includes customer relations/conference calls, coordinating with Product Management, and going the extra mile for high-value customers
• Assisting in the creation and deployment of KCS system.
• Creating a Swarming Model which significantly increases overall agent productivity.
• Planning, developing, and implementing staff training on operations, technical troubleshooting methods, time management, and customer service skillsKey accomplishments:

• Head Engineer for multiple products. Subject matter expert and primary point of contact for other agents.
• Exceeded all KPI expectations such as the number of cases grabbed/closed and customer satisfaction based on unsolicited customer Kudo feedback.