- Facilitate meetings to discuss the content with all stakeholders- Create Product Information for a variety of Channel Partners- Populate Technical Specifications with relevant information- Draft Package Headlines and sub-text- Create Quick-Start Guides for a variety of Product Lines- Create Inbox and Online documentation for products and software/drivers- Manage in life changes to Quick-Start Guides- Work cross-functionality to acquire technical information for the… Show more - Facilitate meetings to discuss the content with all stakeholders- Create Product Information for a variety of Channel Partners- Populate Technical Specifications with relevant information- Draft Package Headlines and sub-text- Create Quick-Start Guides for a variety of Product Lines- Create Inbox and Online documentation for products and software/drivers- Manage in life changes to Quick-Start Guides- Work cross-functionality to acquire technical information for the creation process- Manage the content approval process, following up for approvals as needed Show less

• Provide coaching and performance management for 10+ direct reporting Technical Advisors along with 20+ indirect reporting members of the Customer Service Department. • Lead teams with different tasks to support customers and other departments• Evaluates performance based on agreed upon metrics, focusing on a goal-oriented approach.• Acts as a liaison between StarTech.com Customers, Sales, and Product teams, sharing the voice of the customer via Customer Satisfaction Surveys to… Show more • Provide coaching and performance management for 10+ direct reporting Technical Advisors along with 20+ indirect reporting members of the Customer Service Department. • Lead teams with different tasks to support customers and other departments• Evaluates performance based on agreed upon metrics, focusing on a goal-oriented approach.• Acts as a liaison between StarTech.com Customers, Sales, and Product teams, sharing the voice of the customer via Customer Satisfaction Surveys to find and provide solutions.• Oversee daily operations including queue health, customer record management, customer relations, scheduling, and staffing.• Build and share reporting on queue metrics across departments• Recruiting and onboarding new team members through resume review, pre-screens, interviews, and training. • Handling second-level customer escalations by responding to complaints and finding solutions that make our customers feel valued.• General administration including sick and vacation day scheduling and administering Show less

- Escalation support for technical advisors- Handle safety related concerns with customers- Answer online reviews and questions via Amazon.com- Technical support for variety of products - Work across departments to solve online content concerns - Provide technical solutions and recommendations- Customer Service on a variety of mediums- Documentation of each interaction

- Technical support of variety of products- Peer trainer for new employees- Product trainer for new employees- Technical product solutions and recommendations- Customer Service via email, phone and live chat- Documentation of each customer interaction

- Technical support of variety of products- Product solutions and recommendations- Customer Service via email, phone and live chat- Documentation of each customer interaction

- Technical support for end user employees- Provide support via telephone, email, remote access and in person- Troubleshooting of end user devices, switches, VoIP phones- Document issue and time associated solving the issue

- Technical support for office equipment and end users- Add and remove active directory accounts and permissions- Order and cancel cell phones for employees- Document time and issue for each ticket