Justin Some Email & Phone Number

New York, Ny, Us

New York, New York

• Manage customer interactions over email and integrated chat on Insights Platform meeting SLA deadlines while also providing prompt white-glove service to each inquiry• Created and manage an online help center and knowledge base for customers using Intercom and Zendesk. This includes text articles, PDF’s, and tutorial videos• Created and manage internal technical escalation procedures using Jira to report internal employee and customer-facing Insights Platform issues• Work with sales and marketing to onboard new users and make sure each enterprise account is set up before use with correct account features•Create roadmaps for each client after understanding needs to accomplish to lower customer churn

Brooklyn, Ny

• Provided support through phone, and email to clients streaming to the Livestream Platform, as well as Livestream branded products• Acquired experience, and knowledge working with a widespread customer base, varying streaming workflows and their common issues, basic troubleshooting skills related to live streaming, and proper escalation procedures• Created escalation procedures, and became the main point of contact for technical support questions for Mevo Camera

Brooklyn, Ny

• Oversaw freelance producers sent onsite to locations of tennis, and badminton tournaments making sure that cables, cameras, and audio equipment were properly set up and working for match play• Critically had to think, and troubleshoot situations when there were issues on location of events, stream drops, or customers were unable to view streams on website from their location• Encoded, produced live sporting events with no margin for error