Experience

Paige

• United States
• Software Development
• 1 - 100 Employee

• Senior Customer Support Engineer

  • Jun 2022 - Present



Revenue.io

• United States
• Software Development
• 1 - 100 Employee

• Technical Support Analyst

  • Aug 2020 - Jun 2022

  At Revenue.io, I work on the Support Team to support our suite of products (including RingDNA Dialer, Guided Selling, Conversation AI and more). Alongside my team, I use Salesforce, Jira, Zoom, Slack and other tools daily to prioritize and respond to issues and questions from customers and our internal teams. When the issues are solved and the questions are answered, I use Confluence, the Google Suite, and our internal Knowledge Center to document the solutions for future reference and training opportunities. Working closely with our Product team, I relentlessly add to and expand on my product knowledge to improve my support abilities and build my troubleshooting playbook. On the backend, I use Metabase, Papertrail, remote login access, browser console logs and more to investigate problems and gather data for escalation and/or cross-team collaboration with our Engineering team, paving the way for problems to get solved quickly. Show less



Reflexis Systems is now part of Zebra

• United States
• Software Development
• 100 - 200 Employee

• Senior Customer Support Specialist/SME

  • Jan 2018 - Aug 2020

  • Serve as "Client Champion", the main POC on the Support Team for multiple existing and incoming customers • Perform high-level technical troubleshooting (application debugging, review of server logs, database queries, issue replication and documentation, etc.) to pinpoint the root cause of client issues and move to resolution • Act as SME (Subject Matter Expert), accumulating and providing detailed product knowledge • Remotely assist customers using video conferencing software (GoToMeeting, WebEx, Zoom) • Build customer relationships and maintain customer satisfaction with regular steady-state communication • Track and document customer issues using ticketing software (Atlassian Jira) • Investigate customer issues using a varied toolset (database software, API Development environment software, test environments, issue simulation, etc.) • Work closely with Engineering and Development teams to develop code fixes, configuration changes, improvements, etc. to resolve customer issues • Communicate across teams using business-oriented messaging software Show less



Kennesaw State University

• United States
• Higher Education
• 700 & Above Employee

• UITS Student Helpdesk Student Assistant

  • Jan 2017 - Dec 2017

  * General troubleshooting of student technology issues over the phone, such as KSU Wi-Fi, password management and NetID accounts, etc.* Assists with minor specific IT class projects (HTML/Website creation)* Facilitates transfer of calls to appropriate on-campus departments* Facilitates routing of major technical issues to appropriate on-campus departments through ticketing* Obtains inter-department information for troubleshooting through instant messaging software

• UITS Lab Student Assistant

  • Jan 2015 - Jan 2017

  * General troubleshooting of student technology (phones, laptops, tablets, etc.), performing soft maintenance such as virus removal, disk cleaning, KSU Wi-Fi troubleshooting*Assists with minor specific IT class projects (HTML/Website creation)* Assists with password and NetID management* Facilitates use of computer labs and group study lab