Jordan Munson Email & Phone Number

Somerville, Massachusetts, US

Managing a support team split between multiple business hubs. The scope of the role includes, but is not limited to, managing:- Hiring- Team policy and process- Reporting needs- Vendors- Help desk platform

San Francisco, US

Managing the entire vertical of customer support, which includes but is not limited to:- Front-line support for hundreds of customers via phone and email- Managing Zendesk operations and tooling- Creating and maintaining help center articles via Zendesk Guide- Reporting functionality via Zendesk Explore- Bug reporting and triage- Incident response design

Cambridge, Massachusetts, US

• Led a team of 12 Customer Support Specialists from entry to senior level who provided deeply technical support to broad range of customer sizes and complexities. Team was responsible for supporting two products with a.
• Holistically owned our help desk software, including oversight and implementation of functionality, managing integrations, writing templates, and generating reports.
• Articulated requirements for help desk migration, designed a proof of concept for a possible migration, enacted proof of concept test, then migrated from Zendesk to Dixa with zero downtime for agents or customers.
• Organized and oversaw team quarterly and annual OKRs and initiatives.
• Designed and implemented back end and user-facing workflows for customer support, customer success, and sales collaboration within Dixa, Zendesk and Salesforce

Cambridge, Massachusetts, US

• Troubleshot and debugged the most advanced and difficult cases Wistia customers experienced. This involved things such as linkages between integration partners, content delivery networks, media encoding, video codecs.
• Created tools, learning materials, and detailed exception reports for engineering to decrease case creation and escalation rates for common customer issues.
• Wrote and debugged Ruby, JavaScript, CSS, in support of a faster time to resolution of product defects and customer friction points.
• Collaborated with product and engineering teams to ensure training, documentation, and tooling needs for customers and customer-facing teams

Cambridge, Massachusetts, US

Helping customers get the best experience with Wistia. Troubleshot tickets involving a broad array of topics: billing, third-party integrations (HubSpot, MailChimp, Google Analytics, CRMs, etc.), video format and codecs, API usage, player embedding issues, and more.

Writing reviews and conducting interviews.

Chelmsford, MA, US

Filling in the middle ground between Community, Netops, QA, Account Management and Development teams. Involves tasks such as testing features pre and post release, monitoring complaints from customers for potential site issues then communicating said complaints to QA and Development to get them solved, tracking progress on site issues, implementing content.

Chelmsford, MA, US

Regular activities include:-Writing a weekly column for the OurStage Magazine-Answering customer support and technical support inquiries-Reviewing site content to ensure media is properly categorized-Writing copy for FAQs and e-mail canned responses-Diagnosing web site bugs and reporting them to the development team-Prize fulfillment (cash prizes to.

Wrote regular reviews and op. ed. pieces as well as conducted interviews for both the print Magazine and the website.

Boston, MA, US

-Answered telephone queries about transcripts, verification of enrollment forms, or other general questions pertaining to them -Fulfilled requests made by current and former Northeastern students for transcripts, verifications of enrollment, or degree enrollment forms