Implementing and optimizing new and existing customer accounts. Helping customers develop successful strategies for survey design, role configuration, and overall rollout to managers and executives.Resolving issues and connecting customers with appropriate resources.Gathering and sharing success stories and lessons learned to enable customers.

Resolved customer issues via telephone, email or remote access Maintained customer loyalty and peer respect through integrity and accountability Researched customer issues in a timely manner and follow up directly with the customer with recommendations and action plans Escalated cases to the engineering team when the problem is beyond the scope of technical support or falls out of the support team’s expertise  Maintained control and management of the overall resolution for any escalated case, even when cross-functional groups are involved Leveraged internal technical expertise, including development engineers, knowledge base, and other internal tools to provide the most effective solutions to customer issues Created knowledge base content to capture new learning for re-use throughout the company and user base Participated in the on-call rotation with other Technical Support Engineers Demonstrated good written and verbal communication skills with a strong aptitude for learning new technologies and understanding how to utilize them in a customer facing environment Used excellent interpersonal skills with the ability to maintain control under all circumstances. Consistently showed grace under pressure while de-escalating client emotionsMaintained drive and passion, high integrity, modest demeanor with professionalismStrategic thinking, extreme organization and item tracking, geared toward efficiency

Processed large data dump csv files using Unix commandsBegan training on writing and reading PythonHeld weekly calls with major utility companiesProject managed 6 week cycles for multi-year projectsLed troubleshooting efforts for endpoint resolution (including firmware upgrades, hardware recommendations, etc)