Will Gore Email & Phone Number

Austin, Tx, Us

Austin, Texas Metropolitan Area

Austin, Texas, United States

● Led a 15-headcount team, ensuring cohesion and acting as a point of contact between the client, Movate management, and the team.● Created a training pipeline, delegating training and SME duties to senior techs.● Resolved escalations from front-line techs, ensuring customer satisfaction and a timely resolution for priority user issues.● Wrote and maintained documentation related to troubleshooting procedures for my team, collaborating with senior techs and other teams within our org to ensure documentation stayed up to date and effective.● Conducted regular 1:1 and whole-team meetings to provide feedback to techs based on internal QA audits, client feedback, and process changes.● Conducted live audits of interactions to provide quick feedback and assistance to techs on more difficult support cases and ensure KPIs were being met.● Analyzed production data to identify training opportunities to improve first-contact resolution, as well as ensure adequate support capacity.● Worked with other team leads and upper management to implement process and policy changes on the ground level, as well as pass feedback up the chain on the second and third-order effects of those changes.

Austin, Texas, United States

● Instructed new hires on support practices and procedures for our organization.● Developed and maintained a detailed training curriculum incorporating Google-provided training documentation, accumulated tribal knowledge, and recent process changes.● Documented accumulated tribal knowledge in the form of an internal knowledge base website with over 150 pages of documentation for various issues and resolution procedures.● Worked with team leadership and decision-makers to identify areas of improvement and additional training needs, improving customer satisfaction and first-time issue resolution significantly (In the range of a 10% and 20% increase respectively)● Regularly cross-trained existing employees to improve team agility and performance, leading our team to regularly achieve 100% CSAT on user feedback surveys.

● Provided Tier 1-3 chat, ticket, and video support to Google vendors, temps, contractors, and full-time employees on a variety of issues and products ranging from Google-internal applications and tools, OS-level troubleshooting on Google’s customized Linux, macOS, Windows, and ChromeOS images, Google Workspace, server issues, etc.● Worked with full-time Google Engineering staff to report and track mass incidents, identifying and implementing interim workarounds.● Fulfilled an SME role for my team, acting as a point of escalation and resource for my teammates on difficult tickets● Documented troubleshooting steps in an easy-to-understand manner to pass along to users, ensuring their ability to self-resolve issues in the future.● Tracked and reported potential security/PII incidents to ensure Google corporate data and PII stayed secure

Austin, Texas Metropolitan Area

● Supported in-store staff in a contact call center environment providing Tire 1 support for technical issues ranging from simple peripheral troubleshooting to network outages affecting entire retail locations.● Identified and took ownership of network outages, working with internal networking staff and external vendors to identify the root cause and implement a workaround using fallback networks.● Primarily utilized ServiceNow for ticket tracking, in addition to internal ticketing systems.● Worked with SMEs and Tier III staff to identify and escalate complex issues to engineering staff.

Austin, Texas, United States

● Provided support to small business customers over the phone and by email for a variety of matters regarding their order.● Conveyed complex legal concepts regarding business formation in a simple, concise, and easy-to-understand manner.● Utilized SalesForce to manage customer relations throughout the lifecycle of their account, as well as in-house ticketing systems to keep track of customer issues● Ensured customer PII stayed secure by following verification procedures and reporting potential security incidents