Eoin
Murphy

Technical Lead · May 2026 – Present

• Lead a team of 8 CSS support agents, conducting monthly one-on-ones to track individual performance, deliver behavioural coaching, and coordinate improvement plans with the team manager.
• Monitor and review client-facing interactions to identify actionable coaching opportunities, driving individual and team KPI performance across all support channels.
• De-escalate sensitive merchant issues on behalf of agents — from small and medium-sized businesses up to large enterprise clients including Fortune 100 companies escalated to leadership.
• Report team progress and performance analysis to executive leadership, collaborating with Workforce Management on weekly and monthly metrics via Salesforce and Five9.

Senior Support · May 2025 – May 2026

• Handled the most complex escalated merchant cases, diagnosing platform-level issues through deep product knowledge and cross-functional collaboration with engineering.
• Investigated, documented, and formally reported software bugs — contributing directly to product improvement cycles.
• Mentor and knowledge resource for Tier 1 agents: running platform walkthroughs, sharing troubleshooting methodology, and maintaining quality standards.

Technical Support Specialist · October 2024 – May 2025

• Delivered 24/7 multi-channel support across phone, email, and simultaneous live chats — handling 80–150 tickets per week while maintaining 95%+ CSAT.
• Ran product demos for prospective and existing merchants, clearly communicating platform capabilities.
• Resolved complex issues spanning platform architecture, payments, DNS, integrations, and web technologies.