Responding to escalated tickets from the tier1 and tier 2 agents• Helping tier 1 agents respond to tickets and chats• Hire, train, coach, and manage assigned tier 1 agents• Conduct quarterly 1:1 with direct reports• Lead weekly all-hands support meetings• Report to Head of Support on key agent metrics and close the loop on feedback• Create and maintain internal and public help documentation

• Conducting industry research, determining the angles to be used within the publications• Producing the projects surrounding those angles, and sourcing content for the publication.• Reaching out to suitable organizations and putting forth the production process and business model• Following up with active candidates to gather relevant production materials to produce the project• Provide after-sales service to both featured companies and advertisers alike

• Give customers a personalized experience.• Address and resolve customers’ daily issues and concerns using different support channels.• Make personalized solutions and analyze customer feedback.• Attending webinars and answering questions • Worked with WordPress including testing and troubleshooting new templates and plugins offered by Web1• Notified the developers/designers for any issues or features to be implemented• Worked with Kayako to resolve daily issues and concerns on the products offered to customers

• Helped support SNL's IR website client base.• Managed website redesigns• Handled new website implementation projects. • Conducted software testing for new products.• Provided technical assistance to our client base.• Conducted proactive audits and suggested improvements.• IR enhancement implementation through research and proactive outreach.• Use developed communication skills to answer client questions/concerns on the phone.• Perform other duties as assigned by management

• Responsible for providing direction and leadership to direct reports.• Taking direction from the QA Manager for definition of team’s responsibilities and develop plans to determine how team’s responsibilities can be delivered.• Setting up Company Quality Program and be responsible for the overall quality standard for the company.• To lead and train the Quality Audit Team to maintain high quality standards.• To work closely with QA Manager on setting operations targets and the implementation of Quality procedures.• Monitor, identify and resolve performance/behaviour/attendance issues using prescribed performance management techniques.• Use developed communication skills to participate in recruiting efforts, attend calibration sessions, participate in conference calls etc• Directing resolution to quality problems.• Provide Leadership and supervision for the Quality Audit Team.• Monitor QA activity and schedule, escalate of QA issues to Project Manager and approve release based on quality measurements.• Ensure delivery against QA department goals and objectives, i.e. Meeting commitments and coordinating overall quality assurance schedule.• Coach team members on their performance on a regular basis, and write and deliver bi-annual performance appraisals.• Facilitating cross-functional communication within employees for improved working condition. • Carrying out team meetings and actively participating in the monthly and weekly meetings. • Documenting general reports on each team member’s performance and targets as well as ensuring that they exceed the targets.