Georgia Thompson
Brunswick,VIC
Summary
Experienced Senior Technical Support Engineer with a proven track record of delivering outstanding customer experiences. I specialise in various aspects of Slack, including Setup & Permissions, and Policy & Security. My strength lies in swiftly and accurately addressing complex technical customer requests while consistently meeting Service Level Agreements. I excel at explaining intricate problems in simple terms, whether I'm collaborating with cross-functional teams in Slack or assisting Enterprise customers. My focus is on championing customer needs, fostering collaboration, and independently resolving challenges using every resource. I've also taken on the role of guiding new hires, conducting workshops, and contributing to improvements in onboarding processes.
Overview
13
13
years of professional experience
Work History
Senior Technical Support Engineer
Slack
02.2020 - Current
- Demonstrates advanced functional knowledge across multiple product areas and exhibits subject matter expertise in areas of Slack, including Setup & Permissions, Policy & Security, Identity & Data, and Core Product.
- Delivers fast and accurate responses and provides expert guidance to highly technical requests within Service Level Agreements.
- Effectively communicates and troubleshoots complex issues and solutions with customers, contextualising the customer experience for different audiences across Slack and Enterprise-level customers.
- Advocates customer needs by surfacing paper-cuts, feedback, and feature requests through appropriate channels and to the relevant teams.
- Consistently influences and drives outcomes for cross-functional teams across Slack, advocating for and representing the customer on high-impact initiatives.
- Leverages and navigates resources productively to troubleshoot issues independently through searching, testing, and collaboration (Slack, Zendesk, MC Tools, Logstash, Sleuth, Guru).
- Contributes to the team's success as a Senior Agent through co-working, ongoing mentorship, leading learning workshops, and sharing timely and actionable feedback.
- Is responsible for keeping Slack's knowledge base updated, edited, and verified.
- Identifies, reproduces, and documents bugs and friction stories within Jira to expedite customer resolutions and improve the ability to mitigate customer friction.
- Works with cross-functional teams (learning and development, engineering) to facilitate and launch new features by testing and QA of key product enhancements before General Availability, reporting bugs, creating new documentation, and communicating updates to the Customer Experience team.
- Utilises Looker to understand and measure ticket data (First Reply Time, Customer Wait Time, and Time to Final Resolution) by identifying trends and presenting these insights constructively.
- Attends incidents as an Incident Communicator through updating the Slack Status Site to communicate regular updates with customers, and understands highly technical Incident Summaries shared by Engineering to write an Issue Summary to share with customers at the resolution of an incident.
- Sends Proactive Comms to Enterprise customers during an incident, sharing proactive updates and a Root Cause Analysis at resolution.
- Supports Large Enterprise companies on the Grid product during APAC hours, focusing on complex questions and post-migration issues.
- Runs the Customer Experience Onboarding program as a CE Learning Facilitator: greets new hires upon their entry into the Customer Experience Department, orchestrates and plans onboarding workshops for agents over a span of 5 weeks, collaborates with cross-functional teams throughout Salesforce to guarantee a seamless integration into the company, and efficiently addresses any challenges that may emerge during the onboarding journey for new hires into Slack.
- Monitors and resolves internal escalated requests from cross-functional teams, including the Sales department.
- Demonstrates the ability to work self-sufficiently with high time management skills and understanding of priorities.
- Is highly adaptable, resilient, and resourceful in changing situations and when meeting the demands of customers' needs.
- Triage tickets to identify which team is best placed to help with customer requests and flag trends with Engineering in case of an incident.
- Runs Slack's Twitter page to resolve customer issues via Slack HQ.
Technical Support Analyst
OnTheMarket
05.2018 - 07.2019
- First-line technical analyst support for agents and end users on infrastructure issues through phone, email, and social media.
- Effective communication and collaboration with clients and third-party software providers to establish automated data connections, ensuring data quality meets client requirements.
- Expertise in onboarding new clients, delivering initial website training, and providing continuous support for both front and back-end functionalities.
- Proactive collaboration with internal and external technology teams while diligently monitoring case management systems.
- Proficiency in analyzing ongoing raw data from feed providers, diagnosing technical problems, and implementing effective solutions through collaboration with clients, suppliers, and developers.
- Skilled in creating and managing unique FTP accounts for bulk data uploads onto company database and website, rigorously testing for compliance with industry standards.
- Proven ability to conduct on-site client audits, identify potential issues, and prioritize tasks accordingly.
- Efficiently manage work queues, independently troubleshoot live service issues, and maintain up-to-date understanding of solution functionality and related database structures.
- Clear documentation and communication of issue investigation, resolution steps, and support processes to team members and clients.
- Expertise in data flow examination and maintenance, including devising test plans for new systems and evaluating their performance.
- Support for new team members' training and development, contributing to collaborative learning environments.
- Versatility in handling ad-hoc tasks and projects, including new product roll-outs, demonstrating adaptability and readiness to contribute.
Bar Staff
The Pilgrim Pub
08.2017 - 03.2019
- Responsible for the opening and closing of the bar
- Running of the Pilgrim Pub's social media sites and event organisation.
Senior Legal PA
ACT Government Solicitor
02.2017 - 08.2017
- Providing administrative support to Solicitors and Counsel
- Assisting the Team Leader to look at ways to reduce the administrative workload of solicitors on a day to day basis
- Assisting with the supervision and mentoring of Junior Legal Assistants.
Legal PA, Managing Partner
Mills Oakley
07.2016 - 02.2017
- With strong diary and email management
- Providing proactive communication to Solicitors and clients and liaising with Australian Government Departments
- Legal research.
Legal Assistant
Armstrong Legal
08.2014 - 07.2016
- Preparation of Subpoenas, Restricted Licence Applications and Briefs of Evidence, as well as filing and serving in Court
- Liaising with ACT Magistrates and ACT Supreme Courts, Director of Public Prosecutions, Australian Federal Police, NSW Police Prosecutors and Solicitors and Barristers on a daily basis.
Legal Assistant
Edwards Michael Lawyers
03.2014 - 08.2014
- Providing administrative and legal support to Solicitors.
Residential Assistant
University of Canberra Village, Campus Living Villages
11.2012 - 10.2013
- Organisation of a range of activities as part of the Residential Life program
- Assisted in ensuring that the Village ran smoothly and that a safe and inclusive environment was maintained for all residents
- Trained in areas that would ensure I could provide the appropriate support and assistance in the Village, including conflict resolution, Mental Health awareness and first aid.
Office Junior
Whiteley, Ironside & Shillington, Solicitors
02.2011 - 01.2012
- Providing administrative and legal support to Solicitors.
Education
Higher School Certificate -
James Sheahan Catholic High School
2010
Skills
- Customer support enthusiast
- Collaborative, humble & hardworking
- Strong technical troubleshooting expertise
- Excellent written and verbal communication skills
- Highly motivated to thrive
- HTML, CSS and JavaScript
Timeline
Senior Technical Support Engineer
Slack
02.2020 - Current
Technical Support Analyst
OnTheMarket
05.2018 - 07.2019
Bar Staff
The Pilgrim Pub
08.2017 - 03.2019
Senior Legal PA
ACT Government Solicitor
02.2017 - 08.2017
Legal PA, Managing Partner
Mills Oakley
07.2016 - 02.2017
Legal Assistant
Armstrong Legal
08.2014 - 07.2016
Legal Assistant
Edwards Michael Lawyers
03.2014 - 08.2014
Residential Assistant
University of Canberra Village, Campus Living Villages
11.2012 - 10.2013
Office Junior
Whiteley, Ironside & Shillington, Solicitors
02.2011 - 01.2012
Higher School Certificate -
James Sheahan Catholic High School
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