I'm a Technical Support Manager with 12+ years of providing end-users with a fully functional and integrated business management system. With a background in Retail, Wholesale, B2B, B2C, web hosting, and in both On-Premise or SaaS Environments.
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Experience
Windward Software Systems Inc
Mar 2012 – Jan 2024
Remote
Technical Support Manager
Assess development documentation for the introduction of new products and services, engage in discussions and/or training sessions with the development team, implement deployment for both existing and new clients, and generate documentation tailored for support purposes.
Gather feedback from the customer to verify alignment with their expected scope. And develop a standard operating procedure to offer direction and support for tasks related to the product.
Consistently assess analytics data to pinpoint opportunities for improvement. Implement re-training or coaching interventions as necessary to align our products and services with the brand promise made to our customers.
Hands-on involvement in daily inbound and outbound calls or emails, starting from the initial customer interaction, collaborating with software technicians for troubleshooting, and escalating issues to other departments as required.
Regularly schedule casual 1-on-1s or team huddles where discussions cover a range of topics, including both work-related and personal matters. This approach is instrumental in maintaining an atmosphere of open communication within my team.
