Travis Moseley

Experience

• 

  Bjorn's Audio/Video

  Nov 2012 - Apr 2016

  Customer Service Staff
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  Rackspace

  Apr 2016 - Aug 2016

  Technical Support Specialist Lvl 2

  Support Customer queries and request along with troubleshooting and resolving issues. Able to communicate to customer through various methods such as phone, chat, and tickets. Test, log, and report internal issues and bugs through proper channels. Assist coworkers and supervisors with training and project.

• 

  Liquid Web

  Aug 2016 - now

  Supervise daily operations of Technical Support Team. Conduct weekly team meetings to discuss overall performance metrics, identify any trends in support volume, present upcoming changes or events, and team building. Monthly One-on-Ones with team to drive and coach individual growth opportunities. Analyze KPIs (ex. Customer Satisfaction, productivity, time to resolution) to direct improvements. Plan, execute, and monitor various projects related to improving overall quality for Customers, Support Staff, and Business needs. Leverage Agile and Continuous improvement methods to document, advocate, and address issues and resolutions with stakeholders. Maintain strong working relationship with Cross Department Leadership to promote communication and teamwork. Show less Same as previous with added responsibilities. Such as, creating articles for training and procedures, troubleshooting issues other technicians had to escalate, and lead projects to help the product advance and grow. Worked closely with Supervisors to review and advise on communications to customers and issues the Developers/Engineers need to devote time to. Worked with other Escalations to identify training opportunities for other technicians as well as how to streamline procedures to compliment workflow of support staff. Investigate billing/account issues to address with the customer or supervisor as needed as well as helping with ad hoc charges and credits to customer accounts as required. Show less

  • Engineering Manager

    Jun 2021 - now

  • Technical Support Supervisor - Managed Applications

    Jan 2018 - Jun 2021

  • Technical Support Specialist Lvl 3

    Oct 2017 - Jan 2018

  • Technical Support Specialist Lvl 2

    Aug 2016 - Oct 2017