Mar 2018 – Jul 2021 · 3 yrs 4 mos · Austin, Texas Area

Dec 2016 – Mar 2018 · 1 yr 3 mos · Austin, Texas Area

Jun 2016 – Dec 2016 · 6 mos · Austin, Texas Area

• Serve as the first point of contact (via phone, email, web-based support portal) for Personify’s
• user base regarding software and data product questions and issues, primarily pertaining to the
• Financials module of our product.
• Documenting, researching, tracking and resolving customer software issues in a timely manner.
• Review customer requests, contact customers to clarify requests, and ensure that all necessary
• information is obtained.
• Develop technical solutions related to software and setup errors and when needed create or
• assist in creating workaround procedures.
• Monitor issues in a ticketing system and escalate urgent problems requiring more in-depth
• knowledge to appropriate internal resources according to established operating procedures.
• Continually communicate issue resolution progress to customers and maintain favorable client
• relationships.
• Maintain a working knowledge of all Personify-supported products and technologies.

Aug 2015 – Jun 2016 · 10 mos

• Resolve inquiries via email
• Provide On Boarding calls and Account Management follow up appointments
• Technical writing for customer facing Knowledge Base
• Support and troubleshoot default templates and custom design using HTML, CSS, JavaScript
• Browser support and troubleshooting for Chrome, Firefox, Internet Explorer, Safari
• Manager callbacks, and e-mail follow-ups

May 2015 – Jun 2018 · 3 yrs 1 mo · Austin, Texas Area

• Maintain and add new products to the website
• Update and manage the design of the site (HTML, CSS)
• Maintain relationships with vendors
• Manage social media presence and marketing campaigns successfully.
• Work remotely with our team in New Mexico to ensure consistency across all channels.

Dec 2013 – Aug 2015 · 1 yr 8 mos · Austin, Texas Area

• Resolve inquiries via email and phone support
• Troubleshoot API based shipping modules such as FedEx, USPS, UPS, and custom rates
• Provide support for Google Analytics, Google Shopping, other Google business apps
• Support and troubleshoot default templates and custom design using HTML, CSS, JavaScript
• Configured e­mail on desktop and mobile using Outlook, GMail, Google Mail, Apple Mail and other
• programs
• Browser support and troubleshooting for Chrome, Firefox, Internet Explorer, Safari
• Project management (for a team of ~10) for “Improved Client Experience” for pro­active support VS.
• reactive support which was launched to the entire floor as the new standard.
• Manager callbacks, and e­mail follow­ups