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    Hosted in United States

  • Latitude\Longitude
    37.751 / -97.822    Google Map

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    #3,385 Site Rank

  • Site age
    13 yrs old

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Traffic rank
#3,385
Site age
13 yrs
Location
United States
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via My ArkLaMiss Jobs posted_at: 4 days agoschedule_type: Full-time
At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can't wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live... your best life and share your unique talents, so we At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can't wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live... your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.

With more than 7,400+ customers, we serve approximately 80% of the Fortune 500, and were proud to be one of FORTUNEs 100 Best Companies to Work For® and Worlds Most Admired Companies® 2022.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

Senior Manager Support Readiness

This position reports to: Director, Supportability and Release Readiness

ServiceNow is changing the way people work. With a service-orientation toward the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before.

We're disruptive. We work hard but try not to take ourselves too seriously. We are highly adaptable and constantly evolving. We are passionate about our product, and we live for our customers. We have high expectations and a career at ServiceNow means challenging yourself to always be better.

Sr. Manager Support Readiness is a global role reporting to the Director, Technical Support. This role would be responsible for managing the Readiness team as well all aspects of planning and enablement in ensuring that the appropriate Support Delivery Team is ready to support all existing and new releases.

The candidate will be the single point of contact between engineering and Global Technical Support for their assigned products and applications. This includes overall supportability and the readiness of support for new releases. The Manager is responsible for understanding the details of development, identification of training needs, identification of tooling needs, assessment of resource impacts, and identifying other mitigation activities to maximize customer satisfaction of the support received. The Sr. Manager Support Readiness is also responsible for keeping support leadership updated on efforts underway. Working with teams globally, this role will be responsible for striving towards continuous improvement in key Support metrics including Customer Satisfaction, Time to Relief, Time to Resolve, Escalation Effectiveness, Case to Usage %, etc.

This role will also closely interact with his/her counterparts in Professional Services to clearly understand the customer profile and upcoming implementations to ensure a smooth handoff from PS/Partner to Customer support. This includes working with global delivery teams to ensure customer support has the appropriate knowledge and troubleshooting procedures to minimize time to resolution.

What you get to do in this role:

Successfully lead a team of Support Release Readiness Program Managers
• Supervise experienced professional employees, who require little oversight in completing assigned work, providing oversight and approval when appropriate.
• Influence and provide guidance to employees outside of their area of expertise, around policies, practices, and procedures.
• Lead efforts to hire, develop, and build a technical team.
• Liaise with Support Delivery teams to propose and drive in-product Supportability items that facilitate prevention of customer cases and if cases should occur, aid in faster resolutions
• Assess impacts of product/functionality changes, to existing customers and Support, and work with Engineering, Product Owners and Cross Functional teams to address in advance of new release(s)
• Work with Engineering Business Areas and product operations teams to implement the Transfer of Information (TOI) for support around new releases - identify and address risk items, key features, functionality changes, etc.
• Work with the global support delivery leaders to ensure that the application is being supported well - CSAT, Backlog, headcount, knowledge training gaps, includes facilitating and leading initiatives to improve the customer experience.
• Be the point of contact from support with engineering, professional and product operations for the said applications and products.
• Represent Technical Support in the development and release process of new family versions, which include providing feedback on architecture design and operability of product features.
• Hold self and others accountable, motivate team members to work toward common goals, and trust the team to make decisions. Celebrate team's efforts, progress, and everyday wins and provide praise, recognition, and rewards for strong performance.
• Foster an environment that encourages and enables others to build skills and develop their careers.
• Lead by example to cultivate and maintain a culture built on teamwork and collaboration.
• Plan to make sure critical resources are lined up for organizational priorities and addresses risks and contingencies.

Qualifications

In order to be successful in this role, we need someone who has:
• At least 10 years of support services experience, including Technical Support operations and Release Management in a high-tech industry, preferably SaaS environments (ServiceNow, Salesforce, Workday, etc.).
• Minimum of 3-4 years of overall software development/support/release/configuration management experience.
• Minimum of 3-4 years in supervisory role is required.
• Understanding of Agile development and exposure agile methodologies such as SCRUM, ITIL etc.
• Exposure and working knowledge of Enterprise Customer Support environments using best practices such as ITIL. Experience on Service products, preferable ServiceNow like ITSM, ITBM, ITOM, etc.
• Excellent leadership skills with the ability to work independently and collaborative with cross functional organizations within ServiceNow.
• Ability to collaborate across multiple teams and functions. As such, demonstrated ability to work effectively with his/her peer group and leading by influence is an absolute must.
• Ability to Identify risks to support readiness and ability to manage and mitigate risks.
• Excellent interpersonal, written and oral communication skills, demonstrated by the ability to: listen to and empathize with others; convey confidence; provide exemplary levels of service; resolve conflict effectively; collaborate with, and facilitate groups.
• Ability to communicate openly and urges people to speak freely and shows sufficient openness to differing viewpoints within and beyond the team.
• Proven ability to maintain a professional demeanor when handling complex user issues and implement/manage governance process to cater to the needs of customers and eco-system partners
• Dynamic, energetic, motivated, positive outlook with the ability to multi-task, coordinate many moving parts and prioritize responsibilities with passion
• Ability to analyze metrics and provide actionable solutions/recommendations
• Customer first Mind set and a Get it done attitude are critical success factors for this role.
• Proven ability to create and implement programs to drive efficient, innovative operations and contain expenses.
• Ability to lead change by effectively building commitment and winning support for initiatives.
• A reputation for fairness, dependability, and adherence to high ethical standards.

We provide competitive compensation, generous benefits and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers in the business
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via Snagajob posted_at: 2 days agoschedule_type: Full-time
CDL A Training School Student ACCEPTING STUDENTS... • Our company-sponsored truck driving schools are accepting students! • We will help you earn your CDL and transition you into your new career stress-free. More about us! • C.R. England’s Premier Truck Driving Schools are among the best in the industry! We train truck drivers across the nation. • Each of our schools provides the best CDL classes that a truck driver could ask for. • CDL A Training School Student

ACCEPTING STUDENTS...
• Our company-sponsored truck driving schools are accepting students!
• We will help you earn your CDL and transition you into your new career stress-free.

More about us!
• C.R. England’s Premier Truck Driving Schools are among the best in the industry! We train truck drivers across the nation.
• Each of our schools provides the best CDL classes that a truck driver could ask for.
• We offer travel and sleeping accommodations to students coming to the various CDL school locations.
• We offer $0 down tuition reimbursement agreement.
• Our students train and drive on our top of the line equipment.
• Average: $1,217/wk($63k/yr)
• Top 10%: $1,539/wk($80k/yr)

Fill out our truck driving job application to learn more about getting started at a trucking school location near you.

Plus ALL the Benefits
• Weekly Pay & Home Time
• Health Benefits & 401k Participation
• Paid Time Off & Bonus Incentives
• Unlimited Cash Referral Program

Benefits: Medical, HSA, Dental, Life Insurance, AD&D, PTO, 401(k), additional voluntary benefits. For additional details, including eligibility, please see the Company’s Benefit Summary and Driver Employee Policy Manual.
• For Pay Disclaimer visit: crengland.com/payinformation
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via Glassdoor posted_at: 7 days agoschedule_type: Full-time
USPack is a leading logistics provider custom built for the evolving needs of businesses in today’s same-day delivery world. At USPack our focus every day is to help brands and businesses win in the delivery economy. That’s why we keep our finger on the pulse of the latest trends and developments that impact our business and our customers’ businesses. That’s how we stay ahead. That’s how we help... our customers win. Find out more at: www.gouspack.com At USPack is a leading logistics provider custom built for the evolving needs of businesses in today’s same-day delivery world. At USPack our focus every day is to help brands and businesses win in the delivery economy. That’s why we keep our finger on the pulse of the latest trends and developments that impact our business and our customers’ businesses. That’s how we stay ahead. That’s how we help... our customers win.

Find out more at: www.gouspack.com

At USPack, we know our people set us apart. And that’s why we do everything we can to invest in them and help them grow every day.We don’t put people in jobs, we work with them to develop long-term career paths that are rewarding, challenging, and fulfilling. We’ve built an inclusive culture where everyone has a voice and a sense of belonging. We value input, we demand collaboration, and we recognize performance. We work together, we play together, and we succeed together! Get on the path to a successful career that delivers more!

USPack’s Benefits for Full Time positions include:
• 401(K)
• Health Insurance
• Disability/Life Insurance
• Paid Time Off (PTO)
• Paid Holidays

USPack’s Benefits for Part Time positions include:
• 401(K)
• Paid Sick Time

The Terminal Dispatcher position handles customer calls to ensure overall customer satisfaction is achieved. The ideal candidate will have a high level of attention to detail, the ability to effectively multi-task in a fast-paced environment, and demonstrate excellent problem-solving skills. This position serves as the primary communicator between Independent Contractors and customers of our organization. A sense of commitment to customer satisfaction and the ability to work well in a team environment is ideal for this position. Superior communication skills and a positive, friendly attitude are critical to succeed in this role.

To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Duties:
• Answer incoming phone calls from customers and Independent Contractors and enter information into a company-specific software system. Prioritize tasks accordingly.
• Enter orders for both routed and on-demand routes, additional stops, wait for time jobs, and special-order requests from customers as required by department standards.
• Determine if orders can be performed as requested by the customer based upon multiple factors.
• Assign and dispatch delivery jobs.
• Monitor online dispatch board for potential issues of delayed service.
• Monitor current job acceptance log of Independent Contractors to ensure workload balance; route reassignments, as necessary, in case of breakdowns or service interruptions.
• Monitor status of time-sensitive deliveries/pickups to ensure timely delivery to customers.
• Answer inbound calls from Independent Contractors and assist them, as needed, to help ensure the routes can be completed according to customers’ expectations.
• Assist with Terminal Manager and other employee requests related to dispatch and route completion.
• Monitor and utilize web-based applications, tools, and reports.
• Handle customer concerns in an expeditious and professional manner; escalate unresolved issues to management, as appropriate.
• Perform day-to-day administrative tasks; i.e. email, electronic file management, etc.
• Ensure policies and procedures as defined by the company are consistently followed.
• Perform other duties as assigned.

Requirements - Knowledge, Skills & Abilities:
• Ability to establish a high level of trust and credibility in the organization.
• Must be extremely detail-oriented and able to accurately process transactions.
• Proactive and resourceful. Ability to work effectively in a fast-paced environment.
• Ability to effectively communicate verbally and in writing at all levels of the organization.
• Proficient computer skills, including but not limited to MS Word, Excel, and database programs.
• Critical thinker with strong analytical skills.
• Ability to lift up to 25 pounds on occasion.
• Ability to work overtime as necessary.
• Bilingual (English-Spanish) preferred.

Education, Experience, Certificates, and Licenses:
• High school diploma required; Associate's Degree preferred.
• 2-3 years previous call center, customer service, records clerk, data entry, administrative, or other related office experience preferred.
• Experience with customer service principles and practices.

Shift Days: Tuesday, Thursday, Friday, Saturday

Shift Hours: 9pm - 9am

Pay Rate: $16 per hour

At USPack, our values are at the heart of everything we do, every day. They’re living breathing reminders of who we are, what we do and how we should treat those around us. They guide our actions, our interactions, and our decisions. They are what drive us.

We are:

Driven by a passion for service – We’re driven by doing more, by empowering others to succeed. We’re proactive problem solvers. We live for a challenge and we love to help. We go above and beyond. For us, service is more than a mindset, it’s a way of life. It’s our passion.

Driven by collaboration – We’re driven by common goals, common understanding and uncommon communication. We start on the same page and work side-by-side, building momentum and measurable progress at every step along a shared path to success.

Driven by accountability – We’re driven by a fierce sense of responsibility. We know the buck stops with us and we take that seriously. We hold ourselves accountable to our clients, to our environment and to each other. We don’t just say it, we show it. We make it happen and we measure it.

Driven by adaptability – We’re driven by what’s now and what’s next. For us it’s about never settling for the status quo. It’s about staying one step ahead of change. It’s about pushing for new ways and new answers and achieving things never thought possible.

Driven by responsiveness – We’re driven to react more quickly and respond smarter. For us it’s about putting intuition into action. It’s about thinking ahead. It’s about seeing first, solving better, and doing what it takes to sustain success.

Driven by respect – We’re driven by trust, transparency, and empathy. We put ourselves in others’ shoes and treat them the way we want to be treated ourselves. To us, courtesy is critical, and professionalism is paramount. Mutual respect is mutually beneficial. We see it. We believe it. We live it – every day.

If you'd like to join the USPack Services Team, fill out our online application, or reach out to our Recruiting Team for current job opportunities at: recruiting@gouspack.com
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