Gary Merrick

Customer Support Specialist @Higher Logic

SCOPE: Support SaaS products in a highly collaborative and fully remote environment. Ensure that all SLA and KPI targets are exceeded. Utilize Zendesk, Jira, Slack, and Zoom extensively to ensure effective communication and problem solving. Contribute to continuous process improvement, documentation, and team efficiency. Ensure the highest level of customer satisfaction.\\\\n\\\\n NOTABLE IMPACTS:\\\\n Partnered with management to provide mechanisms that enhance inter and intra-team communication, empower individual contributors, promote team goals, and create operational efficiencies.\\\\n Created a new framework and curriculum for the team onboarding process to bring new employees up to speed a minimum of 75% faster.\\\\n Introduced the input of product improvement ideas from Support staff, as they have constant contact with customers.\\\\n Created team building meetings and a social Slack channel to boost collaboration, reduce team silos, promote inclusion, and provide a healthy and fun workplace environment.\\\\n Proposed a complete overhaul of our documentation, providing uniformity, consolidation, and searchability, thereby further enabling customer self-help, and greatly boosting overall problem-solving efficiency.\\\\n \\\\n\\\\n \\\\n \\\\n\\\\n \\\\n