Oliver Devlin Email & Phone Number

Gainesville, Fl, Us

United States

Evaluate business opportunities to define and optimize the product portfolio by analyzing and understanding targeted markets, market trends, new technology, customer business issues, and the competitive environment. Applies broad knowledge of company product capabilities and service offerings with in-depth market position analysis to create and expand the portfolio of products and solution alternatives. Works closely with product development to create products and validates early product definitions with customers.Uses technical expertise and extensive industry experience to formulate product strategies and identify new product opportunities. Responsible for developing project plans designed to address customer needs and/or expand market share and having wide-ranging experience using professional concepts and company objectives to resolve complex issues creatively and effectively. Some barriers to entry exist at this level (e.g., dept/peer review). Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors. Exercises judgment in selecting methods, techniques, and evaluation criteria for obtaining results. Networks with key contacts outside their own area of expertise. Determines practices and procedures on new assignments and may coordinate activities of other personnel

Participate in deployment of Managed Services projects by gathering requirements and deploying solutions Work closely with the customer, account team, other team members and 3rd party vendorsCollaborate with cross-functional teams including: Professional Services, Sales, Services Sales, Product, Engineering and Customer Success Management. Support the migration of customers from other voice and video solutions to the Zoom solutionsExchange information, verbally and in writing, clearly, accurately, reliably, and timely Document best practices and create support playbooks and runbooksRun Bi-Weekly meetings covering Service Desk Reports and Analytics for the customerUpdate information regarding customer to the rest of the MSO team on regular basisMaintain communication with the rest of MSO team to make sure documentation and reporting is being filled out correctly and all information is accurate.Be a single point of contact for customers providing dedicated and direct technical MSO support.Serve as a technical subject matter expert on Zoom’s video/audio collaboration space.Be the technical owner and champion of any and all MSO support tickets and issues reported by the assigned customers, through resolution and ticket closure.

Overland Park, Kansas

Be the technical owner and champion of any and all MSO support tickets and issues reported by the assigned customers, through resolution and ticket closure.Understand customers' holistic ZR or ZP solution, environment, connectivity, use cases and change requirements, so help guide customers to successful resolution of issues reported.Work with customers to validate solutions and confirm acceptable resolutions, prior to closing tickets.Update and maintain support tickets with appropriate status and detail necessary for customer awareness, business stakeholder understanding, management review, engineering assistance, and reporting.Use log analysis, system tools, industry standard troubleshooting best practices, Zoom proprietary tools, and other debugging methods to analyze problems and develop solutions to meet customer needs.As appropriate or necessary, work with engineering to resolve escalated issues, which may include, reproducing or testing fixes or workarounds in either a stand alone or customer specific environment. Work together to provide solutions to the customer which may include hotfixes, debug builds, server updates and/or new releases and client version support.Communicate and work with customer contacts at technical and executive levels. Host and manage sensitive and technical meetings, focusing on the meeting subject and productive troubleshooting.Attend emergency war rooms created to address high priority service challenges for the specific customers you are assigned. Field questions, updates, and concerns from these customers and coordinate solutions with team members, engineering, and other departments to restore MSO services.Maintain concise, and positive communications for all issues accurately.Learn the specifics of the customer's environments and use cases for each customer you are assigned to support.

Overland Park, Kansas

Provide support to troubleshoot and resolve technical issues reported by external customers and other team members through phone, chat, and ticket channelsIdentify bugs, test, reproduce, report, and work with the escalation engineers to assist with a fix and test/verify fix versionsProvide ideas and assist with creation of documentation and training material for external and internal Support Center contentMaintain clear, concise, and positive communication for all cases in a timely and efficient manner including follow-ups with customers, team members, and engineers

-Provide inbound product and technical support for the full range of Garmin Outdoor and Fitness devices-Effectively communicate with customers to resolve problems and issues that arose-Perform extensive troubleshooting-Coordinate with peers to identify and address customer concerns-Maintain Customer Accounts