Create and maintain product knowledge for advanced features and integrations. Curate continued education for the Support team as new features and products are released. Provided support and mentorship to TEMs. Support Delivery management in product prioritization, scope of roles, scope of support on products, and basic project management of each support specialization.Identify trends affecting customer experience.Understand and facilitate changes occurring to our DocuSign for Salesforce integration.

As a chair of the North America Pride employee resource group at DocuSign, I strive to spread our core values: Community, Engagement, Being Real, and Growth. This is accomplished through different avenues, like organizing events, volunteer opportunities, and resources for our LGBTQIA+ community at DocuSign.Specific examples include:1. Organizing guest speaker events, such as Dr Tyree Oredein2. Organizing fundraisers for local lgbtqia+ nonprofits3. Providing education for DocuSign employees, such as Kristin Russo educating us on how to help children navigate gender and sexuality questions4. Helping drive change at DocuSign through company policy and benefits affecting our community

Create and maintain product knowledge for advanced features and integrations. Curate continued education for the Support team as new features and products are released.

Responsibilities: Provide support to technical support and other internal departments via chat, phone, and email. Handle difficult technical escalations to ensure resolution and customer rapport. Coaching and mentoring of teammates and tier 2 reps. Advanced technical support the web app, partner apps, internal tools, and API. Handle escalations for engineering where customer workflows are causing server issues.Subject Matter Expert for DocuSign Rooms, DocuSign for Google, and DocuSign for Salesforce products. Responsibilities include maintaining relationships with product stakeholders (engineering, project managers, marketing, sales, etc) to ensure Support readiness for product changes. Assist engineering and product managers in prioritizing product issue resolution based on customer advocacy and analytics. Handle customer escalations that were sent directly to product managers and engineers of DocuSign for Salesforce and DocuSign Rooms.