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Senior Support Engineer

Posted in Attensity

May 2010 – Jul 2011

After the acquisition, I joined Attensity’s Support team as the point person for the social media products. I assumed all Tier 1 and Tier 2 support responsibilities of the 3 formerly Biz360 products that track social and traditional media. This included working with the Engineering department on bug fixes and enhancement requests and communicating the requirements through a JIRA ticketing system.

 

  • Assisted the Director of Support in CRM migration/integration from Biz360’s Salesforce into Attensity’s.
  • Created and implemented non-regular-hours workflow that was followed by 2 overseas vendors for 24/7 support.
  • Provided ad hoc training to new clients and trained a new Support Engineer on social media products.
  • Facilitated 2 brown bag lunch seminars on product usage and best practices for Sales and Client Services departments.