Tier 3 Support Engineer

In my role, I collaborate closely with developers and product managers to enhance system performance and meet customer needs. This involves quickly identifying and resolving system bugs and outages to minimize downtime and boost customer satisfaction. I also lead incident communications, keeping internal teams informed and prepared to respond to client queries. Acquiring and documenting in-depth knowledge of our products is crucial for effective client support, which I provide through swift responses to inquiries via email, Slack, and our ticketing system. To stay ahead, I continuously update myself on tech trends and upcoming releases to proactively address potential issues. Moreover, I have contributed significantly to our team's efficiency by developing and improving internal tools, leading to a 30% increase in efficiency. I have also implemented an incident management process that reduced resolution time by 30%, improving customer satisfaction. Additionally, I introduced a procedural communication framework that cut incident response time by 30% and enhanced overall customer support efficiency.

In my capacity, I develop IT policies and procedures aimed at enhancing operational efficiency, security, and compliance. I provide advanced technical support for complex system issues, serving as the primary escalation point for critical incidents. Additionally, I collaborate with cross-functional teams to devise and implement strategic plans that align tech initiatives with overarching business objectives.

I specialize in optimizing operational processes and procedures to ensure maximum efficiency and uphold campaign quality standards. Additionally, I play a key role in implementing new processes and procedures. Rapid identification and resolution of technical issues in client campaigns are also part of my responsibilities. I am diligent in maintaining and updating policy and procedure documentation to ensure accuracy and relevance.

In my role, I collaborate closely with internal customers to ensure that all new clients' needs are thoroughly addressed before finalizing a sale. This involves providing detailed specifications for proposed solutions, including estimates of time and scope. I also analyze the current technologies used within the company and develop strategies to improve them, including steps and processes for implementation. Additionally, I am proactive in accounting for possible project challenges or constraints and seek to manage them effectively to ensure successful outcomes.

In my role, I manage enterprise performance marketing recruitment campaigns, ensuring they are executed successfully. I provide strategic support to sales representatives to help them achieve their goals. Additionally, I identify key areas for campaign improvement and implement strategies to enhance performance. Conducting quarterly business reviews allows me to assess progress and make necessary adjustments. I also ensure campaign success by tracking key performance indicators (KPIs) and analyzing campaign data to optimize results.

In my role as a supervisor, I led the implementation of new protocols and an enhanced quality assurance process, which significantly improved our operations. Within the first 90 days of my promotion, I successfully reduced cancellation rates by 10%. Reporting directly to the Director of Marketing and company owners, I supervised a team of Paid Media Account Managers. Working collaboratively, we optimized Google, Facebook, and Bing Ads campaigns, along with other paid search solutions, and managed social media campaigns. Additionally, I was responsible for onboarding new clients, maintaining regular follow-ups, and ensuring the retention of existing account revenue. To drive long-term departmental growth, I established and managed weekly, monthly, and quarterly objectives. My performance was regularly evaluated based on metrics such as cancellation rates, QA issue percentages, and follow-up reach percentages.