SupportNinja

Administration

• Collaborate with CRM & Automation and Talent teams to understand requirements and develop automated workflows and targeted campaigns
• Maintain clean and actionable data and use analytics to identify trends and opportunities
• Regular campaign and monthly reporting
• Optimize the CRM platform to improve efficiency, enhance user adoption, and support business goals
• Lead projects, identify process improvements, and drive CRM initiatives

HubSpot Administrator

Network Engineer

• Serve as a support resource, resolving basic to medium customer-reported issues related to SD-WAN, firewalls, routers, and switches.
• Receive customer calls and own case lifecycle in Salesforce and ServiceNow.
• Troubleshoot and resolve VPN tunnel issues (Phase 1 and 2), Fortinet firewall policies, and network security configurations.
• Perform network device replacements (firewalls, routers, and switches) using backup configurations.
• Conduct root cause analysis and service restoration for network performance issues.
• Maintain SLAs by prioritizing and resolving tickets based on impact and urgency.
• Collaborate across internal and external teams, including Tier-1 support, NOC, Cox Service Assurance, Implementation, vendors, and ISPs/MSPs.