· Delivered Tier 2 support to 500K B2B/B2C users worldwide through Tier 1 escalations managed using Salesforce email and chat functions and RingCentral phone support. Employed Jira to input internal tickets for the engineering team. · Tested mobile apps, including new features. Devised and updated documentation detailing improvements to customer service operations processes. Validated chat function prior to its adoption as a customer support solution. · Optimized customer experience through training and responsive technical support, closely working with sales, product development, and technical teams. · Tested new features for bugs, owning resolution of escalated, complex problems. · Handled access for editorial and royalty system, implementing, testing, and troubleshooting issues with SSO and EZproxy integrations as well as mobile apps. Addressed problems with authors and book ordering process. · Helped customers operate, troubleshoot, and address issues with company products and services such as digital content, subscription platforms, books, online courses, and software tools. · Grew technical support team after hire, adopting modern, more up-to-date departmental policies. Increased available documentation, broadened support avenues, and reclassified support tiers while expanding access to the SSO system. · Created curriculum for new//existing staff with diverse learning styles using PowerPoint, OBS (videos), and a workbook. · Cut resolution times for SSO issues by equipping the team to handle basic issues previously handled by engineering staff. · Mentored multiple personnel, directly contributing to promotions to the technical support team. · Analyzed and formulated recommendations to improve existing operations.