Joseph Alcorn

• Manage a remote group 3 Senior L2 SupporT Engineers
• Maintain performance and quality by adhering to brand specific metrics and reporting them to leadership.
• Implement shifts based on Support Engineer timezones and ticket submission data
• Work closely with product management and development teams to ensure proper escalation of bug reports and feature enhancements.
• Run weekly / bi-weekly meetings, including Core Team meetings and 1:1s.
• Ensure that critical severity/priority customer issues are addressed, including escalations to myself as necessary.
• Oversee customer migrations from Server installation to Cloud infrastructure.

Responsibilities are similar to those of the L1 Product Support Engineer, with the exception of:

• Next step in the support escalation process for L1s that require ticket escalation due to customer request or the inability to solve the issue in a timely manner.
• Manage L1 new-hire training from start to finish.
• Fill-in for leadership meetings and roles when the Support Lead is away on vacation, sick days, etc.

• Resolved system and customer issues by troubleshooting the TestRail software and providing effective solutions.
• Managed Enterprise queue via team rotation.
• Logged feature requests and bug reports via Jira to assist the DevOps team in prioritizing releases.
• Assisted in completion of projects in a scrum-like fashion to ensure the team's tools and processes were up-to-date.
• Performed backup restorations and data migration requests to our Cloud infrastructure via Kubernetes, MySQL, etc.

Managed customer accounts and provided assistance throughout the client's entire life cycle including trials, renewals and cancellations. Supervised multiple projects that enhanced processes to benefit team efforts. Notable responsibilities include overseeing customer cancellation and retention, successfully collecting feedback and data to provide to upper management.

Provided frontline support via LiveChat to a broad range of customer accounts. Assisted with troubleshooting various WordPress issues and integrations. Worked closely with team members to ensure excellent service while maintaining proper SLAs

Provided exceptional support via LiveChat and Phone. Resolved customer complaints and concerns with strong verbal and negotiation skills. Processed an average of 72 or more inbound chats per day. Also volunteered for new hire training when assistance was needed.