Stephen Y. Email & Phone Number

Denver, Colorado, United States

Denver, Colorado, United States

Responding to and troubleshooting B2B customer requests through Zendesk and escalating known bugs to working teams through Shortcut.Building Technical Support as a department within Vivian Health including developing process and response procedures, writing support documentation, internal knowledge base for future hires in Technical Support department, and building new relationships with engineering, product, and CSM teams.Performing Zendesk administrative tasks such as developing triggers, automations, building macros, organizing working teams within Zendesk, tags, and integrations with Salesforce and Shortcut data.Reporting on department performance, product health and trends using Zendesk metadata with key internal Stakeholders.

Denver, Colorado, United States

Successfully interviewed, hired, trained, and coached direct reports.Introduced unprecedented user feedback and quality metrics for product team using data visualization tool, unitQ.Partnered with Research, Data Analytics, and Design to help guide product decisions based on customer needs and feedback.Developed expertise and ownership over SMS API platform, and developed new working relationship with vendor.Maintained responsibilities from Senior Technical Support role.Led Pride @ Strava ERG initiatives.Led Departmental team-building exercises, off-sites, and social events for connection and camaraderie.

Denver, Colorado, United States

Created and updated documentation regarding functionality and bugs of Product in my vertical.Troubleshoot and respond to user inquiries for mobile and web platforms, GPS technologies, mapping services, and fitness wearables within Zendesk, providing guidance to other teams regarding products in my realm of expertise. Filed bugs within JIRA platform.

Denver, Co

Responded to customer inquiries via support channels including phone, chat, and emailusing Salesforce and other support tools available. Posted support tickets when needed.Coordinated with Product, Sales, and Fraud teams responding to edge cases, moneylaundering, merchant fraud, checkout obstacles and concerns, and technical bugs.Drafted and posted internal team documentation for new products.Maintained above-target metrics during staff shortages and assisted in new-hire training.Liaised between Product Mangers and Customer Service team for OnDeck Instant Funding. Trained Customer Service team on product, coordinated with OnDeck vendor, and escalated errors during customer registration and transactions.

Boulder, Co

St. Julian'S, Malta

Promptly responded to customers, answering any questions, or resolving technical issues.Investigated and debugged websites to identify incompatible technologies or user errors.Coached clients how to win with Hotjar products, increasing conversion rates.Generated marketing emails for retention, satisfaction surveys, and giveaways.

Boise, Idaho Area

Answered 60-80 calls or over 120 emails in a day responding to customer queries, adhering to security and privacy protocols (HIPAA).Owned high-profile client accounts, created knowledge base and trained teammates.Developed, troubleshoot and resolved online and mobile products. Reported issues to developer team.