Melanie M.
- Role
- Technical Support Manager at Mineral, Part Of Mitratech
- Location
- Sacramento, CA, US
- LinkedIn followers
- 500 followers
Experience
Technical Support Manager
Jan 2022 — Present · Sacramento County, CA, US
Manage a multi-channel support team consisting of L2-L4 and Technical Lead specialists. Support the Mineral HR and Compliance portal and document portfolio. Support API and SSO PEO partners. Manage the successful handling and resolution of partner escalations. Contributed to product readiness and assisted in partner/client migration to the Mineral platform. Represent the Support organization in workgroup leader meetings. Drive handoff communication between Support and Implementation. Analyze metrics to drive product improvements with Product and Engineering. Responsible for mid-year and end-of-year employee reviews, along with merit increases and promotions. Drive strong partnerships with Customer Success and Account Managers to enhance customer quality and service. Represent Support in the Engineering Scrum meeting.
Skills
- Software Development
- Unix
- Crm
- Itil
- Telecommunications
- Strategy
- Mobile Payments
- Cloud Computing
- Mobile Devices
- Security
- Enterprise Software
- Troubleshooting
- Program Management
- Product Management
- Customer Support
- Management
- Salesforce.com
- Testing
- Networking
- Team Management
- Project Management
- Client Service Oriented
- Saas
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