Experience

VTS

• United States
• Software Development
• 300 - 400 Employee

• Customer Support Associate

  • Jan 2023 - Present



BrightTALK

• United States
• Technology, Information and Internet
• 1 - 100 Employee

• Technical Support Specialist

  • Oct 2021 - Dec 2022

  BrightTALK brings professionals and businesses together to learn and grow. Over 9 million professionals engage with 75,000 free talks and 1,000 online summits to discover new technologies, learn from trusted experts and grow their careers. Thousands of businesses acquire and inspire their ideal audience with BrightTALK's AI-powered content and demand marketing platform.All previous role responsibilities including;• Ticket management, resolution via Zendesk / Jira within SLA times• 1st POC for technical issues• Technical troubleshooting 1st and 2nd line support tickets• Back end configuration of SaaS platform• Providing the first line and second line of technical support forBrightTALK clients and their presenters, our end-users and ouremployees• Live chat support for all urgent tech queries• Connectors / CRM integrations suppport• Liaising with multiple 3rd parties and external suppliers• Escalating issues to JIRA and updating clients and internal teams• Troubleshooting and set up assistance for CRM integration includingSalesforce, Hubspot, Marketo, Integrate and Pardot• Run vetted SQL queries to assist clients and viewers.• Assisting the Customer Success and Sales Teams with client 2nd linetechnical support• Liaising with DevOps and assisting in the resolution of escalatedtechnical queries• Shell scripting - Bash• Administering the platform by managing users and configuring back-end platform settings / cloud settings• Assisting internal BrightTALK teams with technical platform support1st and 2nd line• Assisting and facilitating certain business elements tracking inSalesforce Administer cloud services e.g. Google Apps such as Mail,Calendars, Groups, Hangouts, etc• Proficiency in; Cloud elements, Jira, Zendesk, Terminal, MySQL,Intercom, Snap Engage, Bulk loader, Bash Show less

• Technical Support Associate

  • Jan 2020 - Oct 2021

  BrightTALK brings professionals and businesses together to learn and grow. Over 9 million professionals engage with 75,000 free talks and 1,000 online summits to discover new technologies, learn from trusted experts and grow their careers. Thousands of businesses acquire and inspire their ideal audience with BrightTALK's AI-powered content and demand marketing platform.• Providing the first line of technical support for BrightTALK clients and their presenters, our end-users and our employees• Delivering live chat support • Identifying and resolving quality of service issues across our platform• Working with APAC and US offices to coordinate daily activity • Assisting Operations team with monitoring of the SAAS platform• Assisting the Customer Success and Sales Teams with client technical support• Interacting and troubleshooting with our clients and their presenters via a live text-based chat environment in the run-up to and during a live broadcast• Facilitating setup and delivery of certain custom events• Liaising with DevOps• Administering the platform by managing users and configuring back-end settings• Providing feedback on improvements to the platform and our support processes• Assisting internal BrightTALK teams with technical platform support• Building and maintaining a strong technical understanding of our products and services Show less



Booking.com

• Netherlands
• Software Development
• 700 & Above Employee

• Operations & Product Support Executive - Transport

  • Feb 2019 - Dec 2019

  On a mission to make it easier for everyone to experience the world. Whether they’re heading straight from A to B or enjoying the freedom to go wherever their journey takes them. We’re part of the worldwide Booking.com family.• Ticket management via Zendesk• Providing product expertise to internal departments, colleagues and customers • Email / live chat / phone assistance to suppliers• Confirming car hire bookings via supplier portals and in house systems • Liaising with global suppliers and affiliates • Assisting customer service department with complex queries, product knowledge and reservation support• Providing fleet fail resolutions / complaint handling• Managing fleet allocations and providing fleet product support• Generating hourly operations report • Handling no shows, delays and supplier payment issues• Processing cancellations, refunds and amendments Show less

• Customer Service Adviser - Transport

  • May 2018 - Feb 2019

  We’re on a mission to make it easier for everyone to experience the world. Whether they’re heading straight from A to B or enjoying the freedom to go wherever their journey takes them.We’re part of the worldwide Booking.com family.• Answering customer service queries via live chat / phone / email• Making new car hire bookings • Amending bookings with customers and suppliers • Complaint handling and problem solving to resolution • Liaising with 3rd party global suppliers• Answering customer service queries • Meeting company compliance regulations• Acheving KPI targets and performance management Show less



Vodafone Business

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Service Desk Adviser

  • Jun 2016 - Apr 2018

  To ensure that our Global business customers that contact the Service Desk receive the best possible customer experience and quickest possible resolution of their query. Contact is multi-channel, multi-lingual and we strive to resolve customer queries at the first point of contact; 24hrs a day 7 days a week. The service desk provides the interface for customers into Vodafone and as such is responsible for ensuring any impact to the customer’s business is minimised. The Service Desk is fundamental to the both the immediate customer impression but also sets the tone for the ongoing customer relationship. • 24/7 Ticket management via ticketing systems (Remedy) • Logging, tracking and managing fault tickets through to resolution • Resolving faults within service level agreement times • MPLS network support / Server support / Windows support • ADSL / Ethernet / LAN / WAN support • Cloud hosting / VoIP support • Mitel telephony / Avaya telephony / Cisco router support • 1st line technical support • Liaising with 3rd party suppliers • Liaising with engineers / escalating to 2nd and 3rd line • Escalating major incidents to service managers • Logging / managing faults on portals (Service Now / ITSM) • Knowledge of ITIL methods and principles Show less



Sky

• United Kingdom
• Broadcast Media Production and Distribution
• 700 & Above Employee

• Customer Service Adviser

  • Jan 2014 - Jun 2016

  Sky Connect is a new, exciting division of Sky. We’re passionate about giving small businesses a better broadband experience and we’ve learnt everything we know from one of the leading providers of business broadband in the United States, Comcast. • ADSL Broadband / Fibre technical support • ADSL phone line support • Start to end fault management • Booking / co-ordinating engineers • Using external supplier systems to log faults to 3rd parties (eg Siebel / BT Openreach) • Contacting external suppliers via phone / email to chase progress • Generating fault progress reports • Customer service queries • Sales and upgrades • Billing and account services Courtesy calls for fault resolution updates Show less