Provide guidance and direction to Technical Support team in EMEA.
Implement a quality and results based performance program to oversee the quality and accuracy of interactions with customers.
Improve productivity by highlighting deficiencies, recommending changes and improvements to tools, processes, reporting, and employee engagement.
Act as an escalation point to resolve customers questions, concerns, issues, complaints, and disputes.
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Document Support Processes
Oscar Bueno and Jonathan Martindale
Document customer service and support process efficiencies to improve quality, improve, team's performance, and increase customer satisfaction.
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