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. • Key asset in GetYourGuide annual partner certification process.

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.