Michael Girón Email & Phone Number

Salt Lake City, Ut, Us

King Of Prussia, Pa, Us

King Of Prussia, Pa, Us

• Possess working knowledge of product functional issues, low level technical issues, and the application of corporate tax concepts within the context of the supported application(s).• Facilitate resolution of customer issues by logging and verifying issues, collaborates with appropriate resources to identify the root cause.• Provide consistent communication to work lead and customer to effectively manage expectations.• Responsible for creation and sharing of knowledge.• Provide work leadership and assistance to less senior staff.• Communicate customers’ needs and requirements to other Vertex employees and teams.• Support a dynamic team environment by collaborating with other departments, team and workgroup members; contributing time, effort and ideas.• Act as a business liaison between Vertex and the client balancing the needs of both the client and our business in a way that drives a mutually agreed upon outcome.• Drive positive results in Customer Experience through timely response, and positive interaction.• Provide 24X7 support as dictated by business drivers.• Participate in other projects or duties.

Santa Monica, Ca, Us

Santa Monica, Ca, Us

• Provide day to day functional and technical software application support to our clients including testing and troubleshooting as needed.• Ensure proper, timely, and ongoing follow-up on assigned cases to ensure service level agreements are met and client satisfaction is high• Attain and maintain product certification on Cornerstone products in adherence with Cornerstone’s Product Certification Program• Gain a deep understanding of the Cornerstone application including the hundreds of complex features configuration options• Understand client’s business processes and help them understand how to configure Cornerstone applications to support their needs• Help to curate functionality information that can be turned into product knowledgebase and documentation through accurate, reliable, and complete case activity updates

South Jordan, Utah, Us

• Complete in-depth research and data analysis of technical issues for a variety of clients.• Customer-facing support using IM, email, video chats, and phone calls.• Communicate between 56+ different businesses to deliver timely and helpful troubleshooting techniques to users and Customer Success Directors.• Recognize, document, and alert the appropriate teams of trending issues and potential trends. • Follow-up on customer inquiries not immediately resolved.

Los Gatos, Ca, Us

• Provide exceptional customer service in a non-scripted environment to get members back to streaming.• Demonstrate consistency, and reliability on every call to not only provide great customer service but to also meet and maintain metrics.• Give and receive performance feedback with teammates and supervisors regularly.• De-escalate situations where the customer would want to speak to a manager.