Janelle Selmer

• Respond to client questions and issues including bugs, feature requests, and business processes primarily through a web-based ticketing system and support line.
• Work directly with clients, as well as Development and Quality Assurance teams to identify, triage, and resolve system issues.
• Leverage logging tools and query editors to review Incidents and determine cause and scope to aid in resolution or provide technical details to Development when appropriate.
• Perform production support hand-off presentations, support tool training, and other ad hoc training as needed, using Zoom Meeting or other web-hosted service.
• Document frequently asked questions and prepare knowledge-based content and requirements and user stories for production issues and feature requests.
• Coordinate with various teams to prioritize tickets, analyze root cause, and assist in efficient resolution of all production processes.
• Responsible for following Incident Management response and escalation procedures and serve as a point-of-contact during major incidents.
• Resolve Technical Support issues (Tier 2) with an eye for detail, procedural accuracy, and strong analytical best practices.
• Maintain a detailed understanding of product architecture, technical components and application functionality across multiple product lines.

Collaborated with developers, analysts, and project managers to expedite incident resolutions for absence / leave management software.

• Worked extensively with Customer Success Managers and engineering teams to resolve complex issues and enhance customer experience.

Performed software application and disaster recovery testing to guarantee business readiness following system failures.

• Managed on-call support for web- and client-based applications, files, and data feeds to prevent impact on business.
• Troubleshoot incidents reported by end users to schedule system changes and identify permanent solutions.
• Utilized monitoring tools daily to understand baselines and detect potential issues to help with decreasing P1 and P2 outages.
• Strived to exceed SLAs and KPIs, consistently maintaining high standards of service quality, including an SLA achievement rate of over 85%. Conducted root cause analysis on recurring incidents to identify improvement opportunities in application design or support procedures.
• Led the Major Incident Management process responsibilities to include the following: incident classification and prioritization, escalation, collaboration, incident logging, and major incident review.
• Analyzed production issues from business and the application/code perspective and outlined corrective actions.
• Maintained defined incident and outage response and resolution SLAs by having individual SLO % of 85% or higher.
• Reduced tickets sent to L3 by having individual FCR % of 35% or higher.
• Ensured RCAs for all P1 outages were completed within two business days and RCAs for all P2 outages were completed within three business days.
• Cooperated with team to meet and exceed SLAs based on priority: P1 – 85% resolved in less than four hours; P2 – 80% resolved in less than eight hours; p3 – 80% resolved within three business days; and P4 – resolved within five business days.
• Maintained a monthly escalation rate of

• Served as a product expert and directly addressed customer inquiries, successfully escalating technical issues to ensure resolution.
• Documented customer interactions and performed troubleshooting in customer relationship management software and case management modules.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues for hiring / absence management software.
• Created and maintained documentation of customer interactions and technical solutions, enabling better self-service options for future inquiries.
• Acted as a liaison between users and IT teams to communicate needs and ensure solutions were implemented, conferring with higher-level IT personnel as needed.
• Developed processes, documentation, tools, and workarounds to remediate issues for end users without engaging software engineering or other teams.
• Provided post-implementation support, including monitoring application performance.
• Delivered outstanding customer service by providing friendly, timely assistance and resolving issues efficiently, resulting in a 97% customer satisfaction rating.
• Managed an above-average first-call resolution percentage of 70% monthly.
• Achieved an average ticket resolution time of less than three business days, lower than the team benchmark.
• Assisted with decreasing system-related user complaints by 30% through development and coding improvements.

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Clarified customer issues and determined the root cause of problems to resolve product or service complaints.
• Met changing demands by recommending improvements to business systems or procedures.
• Prioritized tasks based on urgency and importance.
• Used time management tools and techniques to stay organized and meet deadlines.
• Regularly reviewed and assessed processes for improvement opportunities.
• Implemented best practices and innovative solutions to streamline operations.
• Displayed a high accuracy in managing processes, conducting audits, and preparing reports.
• Ensured meticulous execution of tasks to maintain quality standards.
• Chosen by leadership to assist with new hire training and work on special projects for the operations team.
• Served customer account and technical needs across 50 daily calls, consistently meeting productivity and quality targets.
• Maintained a customer satisfaction average of 97%.
• Prioritized customer inquiries to ensure the most pressing issues were addressed promptly, contributing to a consistently high customer satisfaction score.