Nick Soles Email & Phone Number

Mclean, Virginia, United States

Oversight & strategy of Support Team, including weekly one-on-ones, performance reviews, process coaching, and strategic individual goal planning.Develop, test and implement Support process improvement strategies, focused onCustomer Experience and driving excellence.Responsible for Product enhancement request: collecting CS Team requirements, converting to JIRAcases, prioritization with Dev/Product Teams, and sprint communication across departments.Act as client point of escalation for Support related concerns.Responsible for implementing access to database and UI tools to Support engineers, planning andconducting training sessions to familiarize the team with database concepts, queries, and investigationsteps.Responsible for 3rd party application optimization and communication (Salesforce, Taskray, Redox,Sendgrid, Mitel, etc).

Washington Dc

• Responsible for Support Team oversight, resolution and messaging on cases entered into four separately acquired SaaS products including: NewBrand, Postano, Pluck and GetSatisfaction.• Oversight of a team of thirteen (13) global SaaS Support professionals on the Triage Team, including reporting metrics, coaching engineers, and ensuring internal process adherence of all cases that fall under the Triage Agent cloud.• Conducted quality audits on Engineer cases, providing one-on-one feedback, and recommendations for positive client experience.• Conducted quality audits on engineer authored support knowledge base articles, updating for clarity, relevance, accuracy, and ease of use.• Ability to resolve issues with immediacy for clients, and gather reporting for management, across multiple independently functioning products, utilizing multiple environments and interfaces required, including: MySQL database updates, UNIX CLI/GUI, customized internal GUIs (for each product), Twillo, Sendgrid, Pendo, Salesforce, Zendesk and Freshdesk.• Regularly, and independently, offered and conducted cross-department training sessions to familiarize newly transitioned account success managers with the four acquisition product interfaces, and processes.• Responsible for escalating bug fixes/tasks/operational adjustments outside of support permissions to development team/DevOps while maintaining case prioritization within those departments.• Responsible for maintaining 3rd party application data, accounts, and functionality; including ticketing systems and popular review site channels. • Working with global support engineers/leadership as needed, including outside of normal US business hours.

Washington D.C.

• Reported, investigated, and resolved bugs found through internal testing efforts, or by external clients.• Initiated various environment builds.• Tested developer fixes to confirm functionality and operability.• Performed QA on developer code.• Performed routine integration testing on client facing environments during various build stages.

Washington D.C. Metro Area

• Investigated and resolved client issues.• Maintained and updated client environment infrastructure.• Configured client directories on servers.• Performed quality audits on support knowledge base articles, updating for clarity, relevance, accuracy, and ease of use.• Independently resolved an average of 30-40 cases daily during peak periods.• Maintained a positive client experience, and working relationship with all clients, including multiple big name brands such as: Brinker International, Bloomin’ Brands, Hyatt and Darden Restaurants.• Maintained availability to clients on a 24-7 basis.• Assisted the Success Team in addressing technical questions, both in pre and post-sale integration phases.

Arlington, Va

• Performed troubleshooting steps to diagnose and resolve client problems.• Led the team in number of technical cases closed.• Provided guidance and direction over the telephone to users having technical difficulties.• Communicated with affected users concerning cause and progression of scheduled and non-scheduled service down time.• Provided QA implementation support activities for the Client Services team.• Prioritized and managed multiple tasks within and across client accounts.• Wrote and performed SQL database queries.• Reduced Bank of America platform grievances by half within a year of working with client.• Assisted the Success Team in addressing technical questions, both in pre and post-sale integration phases.

• Managed, updated and ensured functionality of each publishers’ database.• Handled customer requested fixes.• Handled multiple accounts simultaneously while ensuring satisfaction.