Notable Accomplishments:
- Created internal knowledge base leading to improved support ticket resolution times.
- Performed risk assessment and analysis on key product launches to ensure support team was adequately equipped prior to product launch.
- item Became the product expert for the newly launched PhotoSentinel Mach II making myself the internal go-to for issues and support queries relating to that product and its accessories.
Key Responsibilities:
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Responsible for the creation and maintenance of a repository for support allowing for training and support. - Lead the creation of an internal support knowledgebase to improve accuracy and speed of responses to customer issues, documented issues and their solutions in database for future reference by support and sales team.
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Utilise customer feedback and data to perform root cause analysis and reduce failures and customer support needs. - Consolidated customer reports of issues and performed root-cause-analysis based on customer provided data and recreation of issues. Reported these root causes back to development and assisted with testing of the proposed fixes to ensure end-user issues were fully rectified.
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Work closely with the product team to drive action and development to improve the customer experience. - Provided feedback directly to development team to guide new development’s user experience to improve customer satisfaction and useability of the product.
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Work with customer facing product teams to scope and prioritize internal tool development. - Liaised with production and support staff to assist with scoping and prioritisation of developments for production and support use.
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Manage product and feature launches for the support team. - Managed launches of support-specific tools and products for the support team to assist with integration of data between support, sales and marketing to improve collaboration and alignment between departments.
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Collaborate with team leaders to advise on operation strategies for key upcoming launches. - Advised team leaders on the potential risks and issues associated with upcoming product launches from the perspective of the support team and customers using development and historic data to highlight these risks.
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Act as a knowledge owner for specific products in the support team. - Took on the role of primary support person for newly released product, provided support internally to the sales team, production team and externally directly to customers using and installing systems in the field.