Jon Garay Email & Phone Number

As a Tier 3 Technical Specialist, I am dedicated to ensuring exceptional customer experiences by staying on top of product changes and their impact on daily tasks. I collaborate weekly with product teams to assist in sprint planning and prioritize tickets based on customer feedback and stakeholder needs.My role involves documenting, testing, and processing bugs, feature requests, and system issues that arise through Customer Support. I maintain and update support tools and manage backend tasks to enhance our support tools. I've played a key role in migrating internal tools to meet business needs and assist with rolling out new product features.I am part of an on-call rotation to handle production issues, and I provide support during normal hours, escalating problems as needed. I work closely with Tier 2 and other support teams to address bugs and product inquiries. Additionally, I handle executive escalations to deliver prompt and satisfactory customer service.Training and mentoring new team members is a responsibility I take seriously, ensuring they are well-versed in all relevant processes. I also update internal wikis to help my team and other support groups perform their jobs effectively. As a point of contact for leadership in my manager's absence, I have the authority to approve product deployment rushes, representing the Customer Support organization.With a strong ability to multitask, work independently or in a team, and a commitment to learning and efficiency, I am dedicated to providing top-tier technical support and enhancing customer satisfaction.

Waltham, Massachusetts, United States

As a Tier 2 Technical Support agent, I was responsible for providing comprehensive phone, email, and live chat support to both internal and external customers on a daily basis. I expertly handled technical escalations from Tier 1 Customer Engagement Specialists and other departments, ensuring timely and effective resolutions to complex issues.I offered technical assistance through various channels, including remote support, and documented system defects and product enhancement requests in our ticketing systems. My duties included tracking the progress of these tickets and working closely with other departments to achieve swift resolutions.Additionally, I trained, mentored, and coached Tier 1 Customer Engagement Specialists, helping them develop their skills and improve their performance. I played a key role in maintaining our internal and external knowledge base support systems, ensuring that all information was always relevant and accurate.Through these responsibilities, I honed my problem-solving abilities and strengthened my commitment to providing exceptional customer service.