Tier 3 - product support specialist

Tier 2 support specialist for Collectly.

Create and implement documentation to help maintain understanding of current functionality of the Collectly product.

Troubleshoot escalated issues with clients

Discover, replicate, and understand scale of product defects and work with Product and Engineering teams to maintain functionality of the product.

Contribute to weekly sprint plannings and help assess priority issues

Contribute feature requests from clients and internal suggestions to the product team

I am a freelancing audio engineer, working in many different venues in the Rochester area. Throughout my life I have always had an ear for working live events, as well as in the studio. Cutting podcasts, songs, and even spoken word lectures.

Supervisor for the SaaS Protection, Backupify, SaaS Defense, Datto File Protection and Datto Workplace Product lines.

Oversaw techs in multiple geographic locations to support their respective products ensuring customer experience is trending in a positive direction.

Would lead training sessions in group settings, as well as in 1:1's to ensure coaching was an ongoing product.

Would review metrics daily to follow trends, ticket volume, escalation and CSAT surveys

Reach out to customers and report feedback to upper leadership for future opportunities for improvement within support.

Worked with stakeholders from Dev Ops, Problem Management, Engineering, and Leadership to review ongoing issues and help rank priorities on a regular cadence.

Developed training plans and technical write ups for new technicians to help ease the onboarding process.

Lead weekly team huddles to provide the latest updates from Product and Engineering as well as company wide changes.

Submitted payroll hours and other Administration tasks for the role.