Trains and guides lower-level engineers.Technical Support Team Lead provides advanced technical support and assistance to clientsAddresses and responds to customer inquiries on organizational products and services, including setup, custom configuration, troubleshooting, and maintenance.Proactively provides other teams and customers with preventive maintenance and configuration recommendations to improve product usability, performance, and customer satisfaction.Helps to develop processes and procedures.Serves as an escalation point for complex issues that cannot be resolved at the lower levels.Serve in the Incident Coordinator rotation (by a lack of volunteers)Perform supervisory duties as assigned by the managerServe as the go-to person in the office when the manager is not availableMonitor daily workflows and ensure that correct procedures are followed.

Help plan and execute multi-channel marketing campaigns.Devise and implement a customer support strategy for social media channels.Host and advise on product demo and training videos for Apple, Withings.com, and the dedicated YouTube channel.Attend industry events, such as CES, SXSW, and CTIA to assist with planning, meetings, and in-person demonstration of product.

Assess client needsProvide training on products and services to prospective clientsProvide post-sales support for a portfolio of clientsAssist in converting pilot programs to large sales

Assisted in on-boarding outsourced support center; trained additional representatives.Trained new internal team members and employees.Mentored team members.Managed a team of outsourced representatives.Troubleshooting and resolution of technical issues via email.Wrote FAQ articles and guides for the Withings Support website.QA including written bug reports for new product and /app testing.

Provided training on Apple software and hardware to customers and employeesReceived certifications to provide support consumer level programs: iMovie, GarageBand, iPhoto, iDVD, iWeb and the professional photography program ApertureTroubleshot, diagnosed and fixed issues pertaining to Apple Macintosh OSX and iOS