Cassie Rodriguez

Experience

• 

  Zija International

  Jan 2012 - Jan 2016

  Quality Assurance
• 

  Instructure

  May 2018 - now

  The Global Technical Support Manager role focuses on guiding Support Engineers to enhance communication and problem-solving skills to ensure customer satisfaction. This position involves providing leadership and support for supervisors and peers, managing recruitment and retention efforts, and overseeing Tier 1 customers. Play a key role in improving processes, increasing efficiency, and maintaining a high team CSAT score. Additionally, facilitate internal communication between teams and management, as well as support contacts and community management. Show less As a Supervisor in Canvas Support, I lead a team of 20 level one agents by coaching, mentoring, and assisting them through regular one-on-one meetings, real-time help on tickets, and side-by-side teaching sessions. I was responsible for managing day-to-day operations, ensuring team engagement, and coordinating with the workforce management team. Monitoring team performance metrics like CSAT and QA, I guided work using appropriate statistics and hold weekly team meetings for training and issue discussions. Additionally, I documented performance conversations, participated in managing improvement plans, and collaborate with stake holders for incident management. Show less The Instructure Technical Support team is responsible for providing technical assistance to the end-users of Canvas, our cutting-edge LMS software. This role supports end users of Canvas, learning management systems administrators and corporate users. Provide troubleshooting and technical support via phone, web-based tools, and e-mail. Advise clients regarding the product's use and address specific user issues. During problem escalations, act as a liaison between customers and Tier 2 Support. They will assist the clients from issue initiation through resolution or escalation. Show less

  • Global Technical Support Manager

    Jun 2021 - now

  • Technical Support Supervisor

    Jun 2019 - now

  • Technical Support Engineer

    May 2018 - now