Nadia Welter

Experience

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  Wave Hounds Surf Shop

  Jun 2004 - Mar 2013

  Small Business Owner

  Handled all aspects of starting and operating a business, including creating a business plan, advertising, customer service, purchasing, merchandising, and accounting. Created and maintained WaveHounds website which included informational pages as well as online shop.

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  University of Washington Bothell

  Jun 2006 - May 2007

  Technical support

  - Instructed computer users in the general use of a variety of software- Diagnosed and resolved problems related to operation of software and hardware - Wrote and edited documentation of common user problems and solutions

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  WhatCounts

  May 2007 - May 2015

  Senior Technical Account Manager

  -- Managed over 20 high revenue customer accounts, including Costco, Alaska Airlines, Virgin America, MSNBC, Bank of Hawaii, and more, serving as the main point of contact for technical questions and issues during work hours and through 24/7 on-call rotation. -- Troubleshot, tracked and resolved customer issues submitted via email and phone, including problems with WhatCounts product, customer HTML and API code. Managed escalated issues to ensure timely and satisfactory resolution.-- Provided guidance and training on WhatCounts software for new and existing clients. Fully onboarded new clients advising them on DNS setup, data storage solutions, and configuration of WhatCounts platform features.-- Analyzed and suggested solutions for customer business problems. Advised on email best practices and email deliverability, lifecycle marketing and targeted email campaigns. -- Assisted with data reporting and analysis. Created and modified SQL queries to produce custom reports.-- Managed projects ranging from systems integrations and upgrades to email campaign planning, testing and execution-- Participating in product feature development, defect corrections and quality assurance Show less

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  LiquidPlanner

  Jun 2015 - Apr 2020

  -- Delivered top notch technical customer support via email, phone, chat, and developer forum-- Acted as tier two support, helping customers with API and Zapier integrations, advanced troubleshooting of technically complex issues, and solving challenging problems-- Maintained Knowledge bases, release notes, API guide, developer forum, and other resources-- Developed and delivered internal and customer-facing webinars and trainings, trained new hires. on the use of LiquidPlanner and best practices-- Assisted Development and Product teams with feature development, defect corrections and quality assurance.-- Provided solutions and answers to product questions to the CSM, Accounting, Sales and Marketing teams Show less

  • Support Team Lead

    Aug 2019 - Apr 2020

  • Senior Customer Support Engineer

    May 2018 - Apr 2020

  • Customer Support Engineer

    Jun 2015 - May 2018
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  Zapier

  Apr 2020 - Oct 2023

  Senior Technical Support Specialist, Premier

  -- As a part of the Premier Support Team, I provided technical support via HelpScout and Zendesk ticketing tools and chat to high value business customers which included: • Applying my Zapier product expertise and a deep understanding of RESTful API to troubleshoot, diagnose and resolve complex issues involving over 6,000 of online apps through querying detailed logs and reviewing API documentation • Advising on possible and optimal workflows to meet diverse automation needs of Upmarket customers • Addressing billing questions and concerns -- Documented bugs and feature requests for app developers and internal Zapier teams in Jira and an in-house issue tracker-- Created and maintained internal documentation in Coda, Guru, and Zendesk-- Collaborated with stakeholders on Customer Success, Product Management, Security and Legal, and other teams to drive customer outcomes-- Managed projects to streamline processes such as customer 2FA verification, internal communications in Slack, and team information management. Show less

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  SanMar

  Apr 2024 - now

  Integration Support Specialist III

  - Manage customer onboarding processes for the Web Services and Flat File integrations- Act as liaison between the customer, 3rd party vendors, IT, Marketing, and Sales team.- Communicate customer requirements to Development staff and Project Managers - Work with 3rd Party Service Providers to perform data audits and database updates- Troubleshoot customer issues and use system monitoring tools and logs to diagnose errors and prevent outages- Automated Integrations Team Inbox management Show less