Jordan Munson
Customer Support Lead at Disco- Claim this Profile
Click to upgrade to our gold package
for the full feature experience.
-
English -
Topline Score
Bio
Sophia Hausner
Jordan was my manager at Wistia for over two years and was excellent. During our time working together Jordan helped me become more productive, overcome blockers, and thrive in a customer-facing role. Jordan always gave me good, actionable feedback that aided my development. Jordan was clearly invested in my development as an employee. He was my manager in first tech job and helped me adjust to the space with patience and understanding. One of the many things I appreciate about Jordan is that he was always willing to roll up his sleeves and help me through an issue if I was stuck. One example of this was finding a productivity tracking tool that worked for me. Jordan introduced me to multiple options, helped me set them up, and talked through how they worked until we settled on one that worked for me.
Martin Stubbs
Jordan serves as Technical Liaison at OurStage for a reason - he's passionate, easy to communicate with, and his attention to detail is unparalleled. Whether it be from a tech or community-facing perspective, Jordan speaks many languages, which makes him a versatile worker, suited for multiple projects from a range of backgrounds. He strives tirelessly for efficiency across all departments, and brings everyone together to get the job done. Working with Jordan over the past two years has been an absolute pleasure, to say the least.
Samantha (Sam) Coren
I had the privilege of working with Jordan Munson between July and December of 2009 during his 2nd co-op with OurStage. Despite having "co-op" affixed to his title, Jordan emerged as a natural leader within our Community department. While juggling the responsibilities of customer, editorial and technical support Jordan could always be relied on to get the job done on time and with a smile (even though smiling isn't very "metal"). As a gifted music writer, Jordan's contributions to the company blog were some of the most well written and insightful pieces I've had the pleasure of reading. His willingness to learn new things and collaborate with others outside his own department make him an adaptable team player. If I had the opportunity to work with Jordan again in any capacity I wouldn't think twice about going for it. He's a very special guy.
Sophia Hausner
Jordan was my manager at Wistia for over two years and was excellent. During our time working together Jordan helped me become more productive, overcome blockers, and thrive in a customer-facing role. Jordan always gave me good, actionable feedback that aided my development. Jordan was clearly invested in my development as an employee. He was my manager in first tech job and helped me adjust to the space with patience and understanding. One of the many things I appreciate about Jordan is that he was always willing to roll up his sleeves and help me through an issue if I was stuck. One example of this was finding a productivity tracking tool that worked for me. Jordan introduced me to multiple options, helped me set them up, and talked through how they worked until we settled on one that worked for me.
Martin Stubbs
Jordan serves as Technical Liaison at OurStage for a reason - he's passionate, easy to communicate with, and his attention to detail is unparalleled. Whether it be from a tech or community-facing perspective, Jordan speaks many languages, which makes him a versatile worker, suited for multiple projects from a range of backgrounds. He strives tirelessly for efficiency across all departments, and brings everyone together to get the job done. Working with Jordan over the past two years has been an absolute pleasure, to say the least.
Samantha (Sam) Coren
I had the privilege of working with Jordan Munson between July and December of 2009 during his 2nd co-op with OurStage. Despite having "co-op" affixed to his title, Jordan emerged as a natural leader within our Community department. While juggling the responsibilities of customer, editorial and technical support Jordan could always be relied on to get the job done on time and with a smile (even though smiling isn't very "metal"). As a gifted music writer, Jordan's contributions to the company blog were some of the most well written and insightful pieces I've had the pleasure of reading. His willingness to learn new things and collaborate with others outside his own department make him an adaptable team player. If I had the opportunity to work with Jordan again in any capacity I wouldn't think twice about going for it. He's a very special guy.
Sophia Hausner
Jordan was my manager at Wistia for over two years and was excellent. During our time working together Jordan helped me become more productive, overcome blockers, and thrive in a customer-facing role. Jordan always gave me good, actionable feedback that aided my development. Jordan was clearly invested in my development as an employee. He was my manager in first tech job and helped me adjust to the space with patience and understanding. One of the many things I appreciate about Jordan is that he was always willing to roll up his sleeves and help me through an issue if I was stuck. One example of this was finding a productivity tracking tool that worked for me. Jordan introduced me to multiple options, helped me set them up, and talked through how they worked until we settled on one that worked for me.
Martin Stubbs
Jordan serves as Technical Liaison at OurStage for a reason - he's passionate, easy to communicate with, and his attention to detail is unparalleled. Whether it be from a tech or community-facing perspective, Jordan speaks many languages, which makes him a versatile worker, suited for multiple projects from a range of backgrounds. He strives tirelessly for efficiency across all departments, and brings everyone together to get the job done. Working with Jordan over the past two years has been an absolute pleasure, to say the least.
Samantha (Sam) Coren
I had the privilege of working with Jordan Munson between July and December of 2009 during his 2nd co-op with OurStage. Despite having "co-op" affixed to his title, Jordan emerged as a natural leader within our Community department. While juggling the responsibilities of customer, editorial and technical support Jordan could always be relied on to get the job done on time and with a smile (even though smiling isn't very "metal"). As a gifted music writer, Jordan's contributions to the company blog were some of the most well written and insightful pieces I've had the pleasure of reading. His willingness to learn new things and collaborate with others outside his own department make him an adaptable team player. If I had the opportunity to work with Jordan again in any capacity I wouldn't think twice about going for it. He's a very special guy.
Sophia Hausner
Jordan was my manager at Wistia for over two years and was excellent. During our time working together Jordan helped me become more productive, overcome blockers, and thrive in a customer-facing role. Jordan always gave me good, actionable feedback that aided my development. Jordan was clearly invested in my development as an employee. He was my manager in first tech job and helped me adjust to the space with patience and understanding. One of the many things I appreciate about Jordan is that he was always willing to roll up his sleeves and help me through an issue if I was stuck. One example of this was finding a productivity tracking tool that worked for me. Jordan introduced me to multiple options, helped me set them up, and talked through how they worked until we settled on one that worked for me.
Martin Stubbs
Jordan serves as Technical Liaison at OurStage for a reason - he's passionate, easy to communicate with, and his attention to detail is unparalleled. Whether it be from a tech or community-facing perspective, Jordan speaks many languages, which makes him a versatile worker, suited for multiple projects from a range of backgrounds. He strives tirelessly for efficiency across all departments, and brings everyone together to get the job done. Working with Jordan over the past two years has been an absolute pleasure, to say the least.
Samantha (Sam) Coren
I had the privilege of working with Jordan Munson between July and December of 2009 during his 2nd co-op with OurStage. Despite having "co-op" affixed to his title, Jordan emerged as a natural leader within our Community department. While juggling the responsibilities of customer, editorial and technical support Jordan could always be relied on to get the job done on time and with a smile (even though smiling isn't very "metal"). As a gifted music writer, Jordan's contributions to the company blog were some of the most well written and insightful pieces I've had the pleasure of reading. His willingness to learn new things and collaborate with others outside his own department make him an adaptable team player. If I had the opportunity to work with Jordan again in any capacity I wouldn't think twice about going for it. He's a very special guy.
Experience
-
Disco
-
United States
-
Software Development
-
1 - 100 Employee
-
Customer Support Lead
-
Jan 2023 - Present
-
-
-
Wistia
-
United States
-
Internet Publishing
-
100 - 200 Employee
-
Customer Support Manager
-
May 2018 - Sep 2022
Led a team of 12 Customer Support Specialists from entry to senior level who provided deeply technical support to broad range of customer sizes and complexities. Team was responsible for supporting two products with a combined active user base of 35,000 companies, handling 3,000 tickets per month.• Holistically owned our help desk software, including oversight and implementation of functionality, managing integrations, writing templates, and generating reports.• Articulated requirements for help desk migration, designed a proof of concept for a possible migration, enacted proof of concept test, then migrated from Zendesk to Dixa with zero downtime for agents or customers.• Organized and oversaw team quarterly and annual OKRs and initiatives.• Designed and implemented back end and user-facing workflows for customer support, customer success, and sales collaboration within Dixa, Zendesk and Salesforce Show less
-
-
Customer Support Engineer
-
Dec 2014 - May 2018
Troubleshot and debugged the most advanced and difficult cases Wistia customers experienced. This involved things such as linkages between integration partners, content delivery networks, media encoding, video codecs, and full stack programming exposure.• Created tools, learning materials, and detailed exception reports for engineering to decrease case creation and escalation rates for common customer issues.• Wrote and debugged Ruby, JavaScript, CSS, in support of a faster time to resolution of product defects and customer friction points.• Collaborated with product and engineering teams to ensure training, documentation, and tooling needs for customers and customer-facing teams Show less
-
-
Customer Champion
-
Dec 2012 - Dec 2014
Helping customers get the best experience with Wistia. Troubleshot tickets involving a broad array of topics: billing, third-party integrations (HubSpot, MailChimp, Google Analytics, CRMs, etc.), video format and codecs, API usage, player embedding issues, and more.
-
-
-
Under The Gun Review
-
United States
-
Music
-
1 - 100 Employee
-
Staff Writer
-
May 2011 - Aug 2013
Writing reviews and conducting interviews. Writing reviews and conducting interviews.
-
-
-
OurStage
-
United States
-
Entertainment Providers
-
1 - 100 Employee
-
Technical Liaison
-
Oct 2011 - Nov 2012
Filling in the middle ground between Community, Netops, QA, Account Management and Development teams. Involves tasks such as testing features pre and post release, monitoring complaints from customers for potential site issues then communicating said complaints to QA and Development to get them solved, tracking progress on site issues, implementing content updates to the main website and peripheral sites, reviewing site content, assisting with IT needs, and providing assistance on a number of last-minute needs as they come up. Show less
-
-
Community And Editorial Team Member
-
Jul 2008 - Oct 2011
Regular activities include:-Writing a weekly column for the OurStage Magazine-Answering customer support and technical support inquiries-Reviewing site content to ensure media is properly categorized-Writing copy for FAQs and e-mail canned responses-Diagnosing web site bugs and reporting them to the development team-Prize fulfillment (cash prizes to artists and fans)-Developing and implementing fan gamification strategiesSpecial activities:-Training new interns about community procedures Show less
-
-
-
Tastemakers Music Magazine
-
Boston, MA
-
Staff Writer
-
Sep 2010 - Apr 2011
Wrote regular reviews and op. ed. pieces as well as conducted interviews for both the print Magazine and the website. Wrote regular reviews and op. ed. pieces as well as conducted interviews for both the print Magazine and the website.
-
-
-
Northeastern University
-
United States
-
Higher Education
-
700 & Above Employee
-
Verifications assistant
-
Jul 2006 - Jan 2008
-Answered telephone queries about transcripts, verification of enrollment forms, or other general questions pertaining to them -Fulfilled requests made by current and former Northeastern students for transcripts, verifications of enrollment, or degree enrollment forms -Answered telephone queries about transcripts, verification of enrollment forms, or other general questions pertaining to them -Fulfilled requests made by current and former Northeastern students for transcripts, verifications of enrollment, or degree enrollment forms
-
-
Education
-
2006 - 2011
Northeastern University
BS, Music Industry
Community
