Experience

ClickFunnels

• United States
• Software Development
• 300 - 400 Employee

• Technical Support Manager

  • Feb 2021 - Present

  Develop, plan, direct, and oversee the operations of a technical support team. Provide vision, direction, and leadership to team with 15+ direct reports - Partner with senior leadership team to align customer support policies, procedures, and systems with company objectives- Implement KPI driven action plans and coach team members to successfully meet metric goals - Oversee escalated customer issues and ensure effective and long-term problem resolution- Utilize in-depth expertise of company products and programs to provide high level of customer satisfaction while recommending and implementing process plans to improve customer experience Show less

• Technical Support Analyst

  • Jul 2020 - Feb 2021

  Possess expertise in ClickFunnels software to provide the highest level of technical assistance while providing process improvement recommendations to achieve company and customer objectives - Seek out opportunities to improve the department through process improvements, team education, or other projects and initiatives- Work alongside Engineering Support to troubleshoot or monitor developing issues.- Escalate and report user functionality errors and bugs as they occur to improve customer experience- Continually strengthen the department through training resources, and SOPs Show less

• Technical Support Team Supervisor

  • Dec 2018 - Jul 2020

  Manage the day to day operation of a technical support team with 6-8 direct reports. Oversight of technical problem resolution and training of team members- Leadership of team meetings to provide direction and create a team culture which contributes to the company’s goals and objectives- Facilitate supplemental training in both a group and 1-on-1 environment for support agents as needed- Handle advanced technical issues and/or complex requests from customers- Monitor agent progress and performance by utilizing available tools such as Insights Reports, QA scores, Support Intranet, and personalized feedback to coach agent growth, ensure direction, and provide re-direction when necessary Show less

• Technical Support Specialist

  • May 2016 - Dec 2018

  Tasked with supplying high quality technical support and provide users with a great customer experience- Escalate suspected or confirmed bug issues for each qualified customer interaction- Provide world-class support to customers - Accurately troubleshoot and resolve advanced technical issues- Proven ability to handle the most difficult and complex problems with the highest standards of communication, customer care, and accuracy