Tyler Morrison
About Tyler Morrison
Tyler Morrison is a Technical Support Advocate at Medallia, where he has worked since 2019. He holds a Bachelor of Arts in Communications from San Francisco State University and specializes in managing client coaching programs and resolving sensitive cases for enterprise clients.
Work at Medallia
Tyler Morrison has been employed at Medallia as a Technical Support Advocate since 2019. In this role, he operates within the San Francisco Bay Area and focuses on providing support to enterprise clients globally. His responsibilities include managing a Client Coaching pilot program that empowers self-service administrators to create reports and surveys independently. He specializes in resolving sensitive cases, which is crucial for reducing client churn. Tyler collaborates with cross-functional teams, including product and engineering, to deliver insights that inform product development.
Education and Expertise
Tyler Morrison earned a Bachelor of Arts in Communications with a focus on Technical and Professional Writing from San Francisco State University. His academic background equips him with strong communication skills, essential for his role in technical support. This education supports his ability to create training materials and resources, enhancing the onboarding process for new hires at Medallia.
Background
Before joining Medallia, Tyler worked at the Undergraduate Advising Center at San Francisco State University as an Office Assistant from 2016 to 2019. This experience provided him with foundational skills in customer service and administrative support. His transition to a technical support role allowed him to apply his communication skills in a more specialized context, focusing on client interactions and technical problem-solving.
Achievements
At Medallia, Tyler Morrison has created a comprehensive training video library aimed at new Technical Support hires. This resource covers essential product knowledge and troubleshooting techniques. He also designed and implemented a formal training program that originated informally, demonstrating his initiative in enhancing team capabilities. Additionally, he leads regression testing for the North America region, ensuring that new code changes do not adversely affect existing product features.