TypeformTechnical Support Advocate
Mar. 2021 - Mar. 2022Remote- Provided general support and Technical Support for APIs, Web Implementations, Integrations, Analytics, and Crisis and Incident Management. This support included Tier 2 technical support requests, limited custom use case support, educational opportunities (how-to’s), and general account inquiries. - As a Technical Support advocate, I was required to provide assistance for the following: - API’s & Webhooks: Assisted our users with troubleshooting guidance regarding our API/Webhooks as listed here: https://developer.typeform.com/. This included the ability to confirm that our API and webhooks services are working when customers report issues. If not, I escalated these to our developers via our bug ticketing system (JIRA). - Embeds: Geared our users with a general understanding of how our Embeds work. I identified when the user is affected by outside elements and thus impacting their embeds. I addressed these issues by providing the necessary support regarding plugins (WordPress, Wix, Squarespace, Intercom) and HTML/CSS solutions/workarounds. - Integrations and Analytics: Offered guidance and support regarding the integrations we offer. This often included troubleshooting third-party application integrations which consisted of identifying if the problem encountered is due to user error or application/integration limitations. In these instances, I provided workarounds to custom use cases and implementations. - Crisis and Incident Management: Identified, escalated, and managed Service Disruptions while communicating said disruptions to our status page, users, and team.