Donald Duff II

Experience

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  Skidmore College

  Nov 2011 - May 2013

  Economic Research Assistant

  Conducted research with professors on academic projects; collaborated with economic professorsconducting empirical research, made tables and ran models Proofing paper, adding informational tables, researching variables and adding information to their projects

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  Suitsupply

  Jun 2013 - Jan 2014

  Backroom Operations Manager

  Created and reported, weekly and monthly risk analysis for the Vice President of Operations.Managed the daily and weekly workload planning and volume forecasting routines.Leveraged operational support by merging processes and continually improving the efficiency of the business.Coordinated with sales associates to ensure a positive, friendly, and efficient customer experience.Responsible for overseeing all aspects of customer service, planning and scheduling.

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  24-7 Intouch

  Nov 2014 - Jul 2015

  Technical Support Specialist

  Conducts advanced troubleshooting and extensive research to resolve issues regarding products and customer inquiries.Responsible for documenting and successfully communicating changes, and other information regarding customer accounts to ensure accuracy and quality of service.Installs appropriate hardware and software via remote connectionsUnderstands customer networks and setups to enable the right configurations to be deployed.Manage, investigate, and resolve all service and billing complaints.Implement processes and procedures to improve the customer support experience. Show less

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  Nextech Systems

  Aug 2015 - Nov 2021

  Maintain and grow a strong proficiency across Nextech’s suite of solutions. Serve as a Subject Matter Expert in at least one facet of a core Nextech solution (Practice Management and/or EMR). Answer incoming calls from the support queue as backup to the Tier 1 team Reply to support emails in a timely fashion Fully document and resolve incomplete incidents in a timely manner following Nextech guidelines Assume ownership of escalated issues, partnering with both Tier 1 and Development to resolve possible software defects Schedule and perform upgrades of the Nextech software Act a point person for assigned and/or escalated customers. Working to resolve a single issues or multiple issues w/ a more holistic approach. Investigate more complex software exceptions and error reports following Nextech support guidelines Provide exceptional customer service Maintain ongoing contact with assigned clients to ensure customer satisfaction Maintain detailed notes and documentation for each support incident in ticketing system Create and maintain documentation and training to help drive success for the broader team and our customers Teach, guide and mentor tier 1 resources in addition to helping build and maintain a robust Knowledge Base Successfully juggle multiple tasks and priorities while devoting 40% of your time to helping others, 40% to working cases and escalations and 20% to driving the success of the team and customers through projects and education. Show less Job Summary:The Tier 1 Technical Support Specialist is responsible for the support of Nextech software applications to ensure effective support and resolution of our client needs. This specialist will provide front line support for incoming support calls and emails, troubleshooting and acting to resolve standard support issues and questions. All activities must be in compliance with Equal Employment Opportunity laws, HIPAA, ERISA and other regulations, as appropriate. Essential Functions:In addition to working in accordance with appropriate conduct and behavioral standards, specific responsibilities of this role include:Being proficient on the Nextech software functionalityAnswer incoming calls from the support queueReply to support emails in a timely fashionFollow up incomplete incidents in a timely manner following Nextech guidelinesPerform upgrades of the Nextech softwareHandle software exceptions and error reports following Nextech support guidelinesProvide exceptional customer service to clientsEnter detailed notes and documentation for each support incident in documentation system Show less

  • Product Support Specialist II

    Nov 2017 - Nov 2021

  • Product Support Representative I

    Aug 2015 - Nov 2021
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  Stripe

  Nov 2021 - Dec 2022

  Pro Technical Support Engineer

  Software Support Engineers are the final destination of escalation within our Customer Support team for customers who have questions about using TaxJar. You’ll provide customers with the best solution based on the information they provide to your questions during troubleshooting, coupled with your knowledge of TaxJar's products and services.● Research, troubleshoot, and respond to customers to resolve questions around our API,eCommerce integrations, as well as tax rate and reporting questions for TaxJar products.● Create detailed Jira cards for the Product and Engineering teams when issues that needdevelopment work are discovered.● Document a resolution path for cases that you work through to reduce future resolution times for the Support Engineering team as well as the Tier 1 Support teams to deflect future T1 escalations to Support Engineering.● Collaborate with the Onboarding, T1 Support, and AutoFile teams to represent the voice of ourcustomers in cross-functional internal conversations and initiatives. Show less

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  Pelago

  Dec 2022 - now

  Senior Technical Support Engineer

  ResponsibilitiesReport all incidents via our service desk, provide updates and incident reports upon remediation.Ownership of all client SLA reporting activities. Troubleshoot issues on our platform, find the root cause, and if required interface with engineering teams to resolve.Track and report common issues to management.Monitor application metrics to proactively raise issues to the relevant engineering functional team.Create and maintain support documentation.Occasional on-call shift required on a rotational basis. Show less