Experience

ReadyTalk

• United States
• Telecommunications
• 1 - 100 Employee

• Quality Assurance Engineer

  • Jun 2016 - Present

• Customer Care Team Lead

  • Jan 2014 - Jun 2016

  - Responsible for testing new features and creating both internal and external facing user guides for those features- Trained new team members on ReadyTalk features and basic troubleshooting techniques- Provided on-going advanced training to existing team members- Assisted team members with advanced troubleshooting- Created in-depth troubleshooting material for products & features- Managed schedules of team members- Continued Tier II responsibilities from previous position Show less

• Tier II - Technical Support Representative & Integration Support Specialist

  • Apr 2012 - Jun 2016

  - Assisted Tier I representatives in handling more advanced technical troubleshooting while continuing to manage Tier I responsibilities- Became a product expert on eight different 3rd party CRM & Marketing applications while gaining an in-depth understanding of how the ReadyTalk API interacts with these applications- Demoed & troubleshot issues with the Marketo, Eloqua, Salesforce, HubSpot, ExactTarget, Pardot, Survey Gizmo, & Kapost integrations- Created & managed many of the user guides for the integrations mentioned above- Obtained a comprehensive understanding of ReadyTalk's API- Created internal API training material & an external facing API user guide for our customers- One of two individuals on the team who took API related emails and calls from customers, including demoing API features and troubleshooting API related issues & syntax errors Show less

• Tier I - Technical Support Representative

  • Apr 2011 - Apr 2012

  - Answered customer calls, chats, and emails regarding pricing, product features, and basic troubleshooting- Escalated complex technical issues to the ReadyTalk engineering team- Communicated engineering’s findings back to the customer in a comprehendible manner