Ryan Harper Email & Phone Number

Cambridge, Massachusetts, Us

As a Senior Support Engineer I fulfill the role of a technical support specialist, lead our new employee onboarding, and handle content management in our public help center:- Technical support focusing on Tier 2 escalated tickets- Pairing and 1-on-1 mentoring with colleagues, focusing on product & technical education- Onboarding lead: condensed a comprehensive 6-8 week program into one month- Worked with a cross-functional team to redefine Content Standards/Acceptable Use on our platform- Steward of our customer-facing Help Center- Organized the Support Development program for continuing, internal education- Re-vamped our internal knowledge base & created dozens of new resources I also make a ton of videos for customers! At Wistia we have really pioneered the use of video for a more personalized level of support. I've made over 100 personalized webcam/screencast videos for individual customers, as well as a variety of standalone video resources. These are typically explanations of technically in-depth problems, or how-to videos on various principles of using Wistia.

Cambridge, Massachusetts, Us

Wistia is a b2b video marketing platform with hosting, analytics, and marketing integrations. I help provide world-class support for a world-class product. This requires in-depth problem solving, and learning the complexities of a product that is highly technical.The job is customer service at an intersection of web development, marketing, video production, and web application technical support, as well as integrations with email service providers like Mailchimp & Constant Contact, and marketing automation platforms such as Hubspot, Pardot, and Marketo.At Wistia we pride ourselves on "making business more human", and our customer support team is a reflection of that. We have a heavy focus on providing top-level support and an enjoyable customer experience.

Assisted in production and post-production on several film projects for local independent production company.

Cold called major motion picture studios to advertise the Rhode Island Motion Picture Tax Credit program and attract new film productions to Rhode Island.

Providence, Rhode Island, Us

Programming and curation for a 7-day short film festival hosted by Flickers and Roger Williams University.