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.

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.
• 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.
• 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