Philip Lupton Email & Phone Number

Greater Seattle Area

Greater Seattle Area

* Answering initial and follow-up phone calls from high profile Speakeasy customers who have service and technical support issues. * Responding to service tickets opened by customers and other Speakeasy employees. * Responding to customer inquiries and issues created via E-Mail * Providing timely and thorough resolution of all customer issues. * Documentation of all actions taken throughout the resolution process. * Ownership all issues through to resolution, delegating to others when necessary to provide the best customer service. * Providing customers with billing and invoicing support. * Troubleshoot customer broadband connectivity, including ADSL, SDSL, IDSL, Business Ethernet and T1 service. * Troubleshoot customer VoIP equipment, such as EdgeMarc and Adtran routers and Speakeasy provided telephones * Troubleshoot and coordinate with various vendors for Co-Location and Managed Hosting products * Maintaining proper Service Level Agreements for each type of service and coordinating repairs with vendor * Troubleshoot customer domain and DNS issues. * Maintaining consistent quality and performance metrics as set out by management.

My primary responsibility as an NPI specialist is to manage the customer interaction and information distribution for new products released within the company’s Advanced Business Support teams. Test New Products Work to define support boundaries on new products with the Customer Acceptance Testing (CAT) team, prior to selling the service to the customer.Troubleshoot New Products Work to resolve issues / inquiries experienced by customers during acceptance testing phase. Proactively engage with customers post-installation to ensure product features are well understood and answer any outstanding questions.Document Troubleshooting Procedures Create / maintain spreadsheets of global and individual customer issues for tracking purposes to determine if something could be resolved during the installation process by the vendor, proactively by educating the customer, or through improvements on Speakeasy's end. Manage product and process gaps found during CAT and delegate outstanding issues to the department best able to provide a solution. Document troubleshooting steps and best practices during CAT, then integrate that information into our internal knowledge base for reference by other teams.Vendor Relations Serve as a primary point of contact between Speakeasy's Support teams and our new vendors. Work with the vendor to define troubleshooting processes and escalations. This initial relationship is necessary to align with both company values and goals to provide a smooth customer experience when problems occur.Train Support teams Create training presentations, handouts, tests (scenario and quizzes), and provide training to the internal Support organization (trained the trainers). Create and maintain internal knowledge base articles and documentation used as training material for teams within the Support organization, ensuring training curriculum was current, comprehensive, and accurate.

* Answering initial and follow-up phone calls from customers who have service and technical support issues. * Responding to service tickets opened by customers and other Speakeasy employees. * Providing timely and thorough resolution of all customer issues. * Documentation of all actions taken throughout the resolution process. * Ownership all issues through to resolution, delegating to others when necessary to provide the best customer service. * Providing customers with billing and invoicing support. * Troubleshoot customer broadband connectivity, including ADSL, SDSL, IDSL, Business Ethernet and T1 service. * Troubleshoot customer VoIP equipment, such as EdgeMarc and Adtran routers and Speakeasy provided telephones * Maintaining proper Service Level Agreements for each type of service and coordinating repairs with vendor * Troubleshoot customer domain and DNS issues. * Maintaining consistent quality and performance metrics as set out by management.

* Answering initial and follow-up online service tickets and emails from customers who have service and technical support issues. * Providing timely and thorough resolution of all customer issues. * Documentation of all actions taken throughout the resolution process. * Ownership all issues through to resolution, delegating to others when necessary to provide the best customer service. * Providing customers with billing and invoicing support. * Troubleshoot customer broadband connectivity, including ADSL, SDSL, IDSL and T1 service. * Troubleshoot customer domain and DNS issues. * Maintaining consistent quality and performance metrics as set out by management.

* Answering initial and follow-up phone calls from customers who have service and technical support issues. * Responding to service tickets opened by customers and other Speakeasy employees. * Providing timely and thorough resolution of all customer issues. * Documentation of all actions taken throughout the resolution process. * Ownership all issues through to resolution, delegating to others when necessary to provide the best customer service. * Providing customers with billing and invoicing support. * Troubleshoot customer broadband connectivity, including ADSL, SDSL, IDSL and T1 service. * Troubleshoot customer domain and DNS issues. * Maintaining consistent quality and performance metrics as set out by management.