• Research and identify solutions to technical issues and bugs for 500+ partner websites utilizing skills in HTML, HTTP, CSS, and Javascript

• Manage Hubspot support ticket system providing a level of response appropriate to ticket priority, dealing with multiple issues in parallel, and consistently meeting KPI goals

• Utilize DevTools daily to manipulate DOM elements, analyze network requests, and run overrides for testing

• Demonstrate communication skills in various forms of writing and spoken communication, particularly communication regarding technical matters

• Work with other teams to make sure they understand problems and have all the information needed to take action on those problems

• Familiarize and Identify technical issues

• Sort out the origins of issues, separate real technical concerns from those that are misidentified

• Manage support ticket system and provide a level of response appropriate to ticket priority, dealing with multiple issues in parallel

• Regularly use calls, video chat, text chat, email, and support documentation as ways to communicate with internal and external teams

• Provide a professional, positive experience for customers, building relationships with them

• Promoted to senior level for voluntarily taking on large projects and exhibiting quality leadership

• Led support team in scheduling completion of yearly hardware upgrades and frequent critical security updates

• Acted as team lead to collaborate with other departments to understand their needs and implement solutions

• Developed weekly onboarding program to train up to 50 new staff on accessing company software and best computer practices

• Conducted hardware and software troubleshooting to resolve IT issues for 700+ colleagues on-site and 1000+ colleagues remotely in a fast-paced work environment

• Completed over 50 tickets per week utilizing ticketing system to monitor incoming inquiries and document resolutions, reducing daily open issues by 20%

• Supported Partner/CEO firm-wide webinars to provide technical setups and assistance resulting in 40% greater viewer engagement

• Served on up to 8 tables at a time while conversing with guests politely and personably preserving a positive environment

• Memorized and suggested menu items while promoting specials to increase daily sales by 20%

• Trained new staff in providing excellent customer service, attention to detail, and handling heated situations

• Developed strong foundation on exhibiting quality and timely customer service, maintaining composure and a sense of humor during stressful conditions