Joseph Rios Email & Phone Number

Parker, Co, Us

Las Vegas, Nevada, United States

Austin, Texas, United States (Remote)

Navigated support channels daily to connect with customers. Gathered feedback data to diagnose reported issues with the WordPress Hosting product. Debugged internal system issues, advising directly to engineers which resulted in reduction of support outage volume and cost. Mentored new agents after graduating training to provide a comfortable and welcoming experience to the support floors during live volume.♦ Engaged in over 250 live interactions per week, providing exceptional support through chat channels.♦ Utilized platforms such as Jira, Slack, Okta, Atlassian, and ZenDesk to effectively handle and manage customer inquiries.♦ Consistently met and exceeded key metrics related to productivity, handle time, adherence, and customer satisfaction.♦ Actively participated in team meetings, fostering collaboration, knowledge sharing, and continuous improvement.

Englewood, Colorado

I planned and delivered long-term tier 2 technical support to field service technicians during in-home installations of service, troubleshooting issues, and critical problem resolution for timely completion of installation /service call.I investigated and concluded customer support tickets, while working on assigned projects.I identified and highlighted system outages to technical operations team for implementation of resolution processes.I provided comprehensive support to knowledge base team by sharing recent technical updates according to the latest modifications in technology.I collaborated with ViaSat Partners to assist in managing work flow, responding to service related queries, and resolution of service/software issues.♦ Participated in the creation of A.I. Chatbot for the delivery of online customer support by providing various correspondence templates of general questions.♦ Reduced operational expenses by efficiently identifying and resolving 76% systems related issues, while working in a special project, known as LERK♦ Successfully and consistently maintained QA score of 100% on call support services for 20 weeks by ensuring delivery of top-notch customer services.♦ Nominated by senior management for the training of new staff members on troubleshooting of ViaSat technologies and generic networking as well as provided "live call shadowing" support for call support techniques.

Portland, Oregon

I led and oversaw team of more than 20 new staff members to support technical support team.I assisted staff members in responding to issues/inquiries related to web hosting, WordPress, and Remixer via LiveChat, Email, and telephone.I managed various requests of LiveChat support, while investigating client reported issues in collaboration with software developers.I directed overall management of cloud infrastructure and supported knowledgebase team in developing helpdesk trainings for effective usage of cloud services by preparing instruction documents.I utilized Zendesk and IRC to provide on-call support to key clients, according to agreed SLAs.I collaborated with cloud systems engineers to evaluate and resolve customer issues and highlighted prioritized major outages to cloud engineering team to enhance client experience.I provided assistance to support team professionals in responding to customer queries related to cloud products and services via LiveChat.♦ Reduced customers waiting time by granted engineering level "admin" access to support engineers.♦ Provided long-term support to different product teams services by allowing admin access for the use of higher-tier access through strategic management of engineers.♦ Served as subject matter expert to all functions of technical support within company.

Commerce, California

I scheduled and visited client homes to perform computer related tasks, supported clients in meeting technological requirements, and offered market competitive and cost effective services.I established, configured, and upgraded local network for small businesses at Los Angeles County.♦ Successfully acquired new opportunities to carry out field tasks at different small-scale companies, while serving as network tech/field installer.

Santa Fe Springs, California

Monterey Park, California

Montebello, California

Westminster, California

Signal Hill, California