J. T. Butler
- Role
- Customer Solutions Analyst at Venmo
- Location
- Chicago, IL, US
- LinkedIn followers
- 500 followers
About J. T. Butler
I am an experienced, motivated self starter who specializes in delivering a level of…
Experience
Customer Solutions Analyst
Oct 2021 — Present
Owns the bug resolution process with engineering, keeps all support teams updated on progress, quarterbacks the remediation plan when outages/incidents occur, and coordinates with support teams to address impacted customers. This role also owns and quarterback the resolution of specific customer issues that arise during an incident/outage and communicate remediation plans to all impacted support teams. Owns the bug resolution process from start to finish: · Evaluates bug reports from the Support Team and provides feedback for mis-escalated cases · Reports bugs in JIRA to engineering · Communicates next steps and workarounds to support teams · Partners with engineering to clarify volume, customer experience, and expected behavior · When resolved, updates customers and support of the resolution Owns the incident/outage process from start to finish: · Alerts on-call engineering of outages · Communicates outage status to support teams · Coordinates post-outage remediation with engineering · Maintains Known Bug wiki pages and blog posts for bugs and outages · Trains and maintains materials for off-hours outage handling for team leads
Skills
- Crm
- Management
- Cold Calling
- Technical Documentation
- Empathy
- Social Media Marketing
- Sales
- Communication
- Account Management
- Social Networking
- Email Marketing
- Networking
- Customer Support
- An Understanding of Support Issues
- Marketing
- Customer Service
- Online Advertising
- Quick Adaptation to New Technology.
- Salesforce.com
- Time Management
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