Support Engineer & Client On-boarding Specialist

Duration: September 2017 - February 2019

Location: Orem, UT

Introduction

At Banyan, I operated as a support engineer for Banyan's reputation management suite. Not all features or functions existed when Banyan started building its product platform, so many tasks needed to be done manually through database and server work. This included activating product features, changing passwords, creating new users, and moving information between accounts. All of this work was completed by me. This was a cool experience because I learned a lot right off the bat about SAAS and working with the technology that drives companies.

I want to pay a tribute to the state that Banyan was in as a company. Banyan was a start-up, through and through, filled with layoffs, an ever-changing technical and product stack, stretching quotas, stressed out leadership, and more. I think, like all job experience, this was important for me to learn to navigate. Banyan, being a startup company, came with challenges, but my time spent there was spent well. Not only did Banyan take me farther in my skills as an engineer, but working with multiple teams, and key business members helped me find the people-person in me, and there is always more I can do to help.

Responsibilities & Job Scope

  • Providing technical support to Banyan clients big and small.


  • Training the account management team how to use new features of the product and creating training material to be used by the team.


  • Providing manual support to enterprise clients where the Banyan platform was unable to do so in an automated fashion.

  • Operating part time as quality assurance for the engineering team, testing, breaking things.


  • Running SQL commands for manual database changes and data exports.

Accomplishments

  • Created an internal knowledge base for the account management team to use and for the company to eventually publish.


  • Documented common SQL queries and commands for use by engineering as well as myself.



- Developed Internal ticketing platform for IT, Development and Network Security with the help of Atlassian's Jira Service Desk.


- Created technical support troubleshooting documentation and developed technical support guides, scripts, and wizards to assist in customer service.


- Collected raw technical data for our development team to process and respond to outstanding issues faster.


- Assisted in account, product, and technical support as well as account management for both small business and enterprise clients.


- Managed and developed a process for onboarding small business, and assisted in the enterprise client onboarding and success process.


- Built out and assisted in the development of our business contact options, including email, chat, and phone system channels.


- Completed major product and website testing as well as managed the delivery of day to day product feedback from enterprise clients.


Banyan, being a startup company, comes with its challenges, but my time spent there was spent well. Not only did Banyan take me farther in my skills as a developer, but working with multiple teams, and key business members helped me find the people-person in me, and there is always more I can do to help.

  • Created an internal ticketing process that the account management team then followed.


  • Learned some of the remote management system that was used by the company to manage client devices.

My Compensation

When I began working at Nuvi as the IT Support Desk, I was making $15/hour, but was soon offered a small hourly increase to $19/hour.