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About the role
Lead Technical Support AnalystLead Technical Support Analyst Coursedog · Full-timeCoursedog · Full-timeAug 2021 - May 2023 · 1 yr 10 mosAug 2021 to May 2023 · 1 yr 10 mosRemoteRemote ● Acted as the primary point of contact for functional and technical issues related to Coursedog products, providing stellar support to 150+ customers including Stanford, Duke, Columbia, CUNY, and the University of California. ● Spearheaded a process improvement initiative that reduced response times by 20%, saving over 500 man-hours annually and improving client satisfaction by 15%. ● Enhanced customer experience through focused training sessions, leading to smoother and more satisfying interactions. ● Mentored three new team members through their 30/60/90-day ramp-up, fostering swift integration and skill development.
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