Tome Johnson Email & Phone Number

• Assist our global booking partners and merchants with various API needs, providing guidance throughout their building and testing phases.
• Troubleshoot and debug API-related issues, including data/content abnormalities, connection errors, and other technical data/content misalignments as most engineers are on-call in Australia
• Collaborate with Australian API team, developers and engineers to test and resolve abnormalities, minimizing engineering's testing and verification stage and limiting on-call requests, because I proactively troubleshoot.
• Understand the customer's priorities to aid in their configuration and engagement of our systems.
• Assist in knowledge sharing with customer success and support on bugs and other impactful engineering news and provide feedback regarding contact handling for technical issues.
• Provide data backed suggestions on process improvement and product suggestions when we our team engages in future strategy roadmapping for upcoming year.

Austin, Texas Metropolitan Area

• Diagnose and resolve control panel, storefront, and additional technical issues on the e-commerce platform, ensuring minimal disruption to customer's business operation through phone, chat, and email support
• Escalate advanced technical problems to relevant PSE, engineering, and other internal teams.
• Document customer interactions and follow-up on escalated issues till resolve.
• Provide recommendations to better improve merchant performance.

Austin, Texas Metropolitan Area

• Serve as point of contact for customer inquiries related to platform issues, troubleshooting, and resolutions.
• Identify, diagnose, and resolve technical issues, enhancing user experience.
• Facilitate customer mediation efforts amongst traveler and merchant, balancing customer needs with technical limitations to operational solutions.
• Collaborate with internal technical teams to escalate complex cases and ensure timely resolutions and owner and traveler policy opportunities moving forward.
• Maintain detailed case documentation and follow up on unresolved issues to ensure customer satisfaction.