Mark Peebles
About Mark Peebles
Mark Peebles is a Product Support Engineer with extensive experience in technical support roles across various companies, including Verint and Responsys. He emphasizes the importance of communication and knowledge sharing in support operations and possesses a strong background in programming and customer service.
Work at Verint
Mark Peebles has been employed at Verint as a Product Support Engineer since 2011. He has accumulated over 13 years of experience in this role, contributing to support operations and customer satisfaction initiatives. His responsibilities include addressing technical issues and providing solutions to enhance user experience. Peebles has played a key role in building processes that streamline support functions within the organization.
Previous Experience in Technical Support
Before joining Verint, Mark Peebles worked in various technical support roles. He served as a Senior Technical Support Engineer at Responsys from 2008 to 2010, and prior to that, he held a similar position at BlueRoads for 11 months in 2007. Additionally, he worked at Rockwell Automation as a Senior Tech Support from 2000 to 2005. His extensive background in technical support has equipped him with the skills necessary to manage sensitive accounts and enhance customer satisfaction.
Education and Expertise
Mark Peebles studied at the University of Chicago, where he earned a Bachelor of Arts in Economics. He also attended Foothill College, where he studied Python for 11 months and achieved proficiency in the language in 2014. His educational background supports his expertise in various programming languages, including HTML, PHP, and SQL, which he utilizes in his current and previous roles.
Skills and Tools Proficiency
Mark Peebles possesses a diverse skill set that includes proficiency in several programming languages and tools. He is experienced with virtualization tools such as VirtualBox and VMWare 5.5.1. His technical skills extend to Active Directory, ADAM, TCP/IP, and various customer relationship management (CRM) software, including Salesforce, Rightnow, and Zendesk. This wide-ranging expertise enables him to effectively support customers and manage technical challenges.
Advocacy for Knowledge Sharing
Mark Peebles advocates for the establishment of a shared knowledge base to facilitate scalable support operations. He believes that effective communication with customers is crucial for achieving high levels of customer satisfaction. His approach emphasizes the importance of building team processes and serving as a primary point of contact for sensitive accounts, ensuring that clients receive the support they need.