Charles Ward Email & Phone Number

Bloomington, Minnesota, United States

• Provide exceptional customer experience by answering initial customer telephone calls from the technical support line and generates support tickets for the technical support staff maintaining work-flow in the ticketing database.• Resolve basic technical support requests from internal and external customers regarding Ziegler equipment.• Research, evaluate, and solve more complicated issues through training from senior staff and utilization of resources.• Assist the technical support team with various administrative duties related to training and support activities.• Perform administrative duties related to training curriculum and technical content, including team hot topics.• Develop product knowledge and resources on current and emerging products.• Assist with administrative duties related to new product introduction and integration into Ziegler’s product portfolio. • Assist with Parts, Rental and Services related customer calls, documenting and forwarding information to the correct person(s) or groups in accordance with escalation standards.• Report product problem management issues to senior technical support staff.• Communicate with senior support staff on product problems, product updates, and safety issues.• Generate reports on various technical support department metrics and monetary information.• Generate awareness of customer frustrations that could lead to escalated resolution needs such as good will requests.• Assist with warranty claims and provide information to assist them in filing claims.

Shorewood, Mn

Shakopee, Minnesota

 First call response to Customers with technical or procedural issues Provide customers with continuous updates and solutions until resolution Work closely with the development team on troubleshooting escalated issues, providing detailed input to diagnose and resolve customer issues Design and conduct field follows for product testing and customer / new device roll outs Run and Analyze reports for customer fleet health, data usage, and various telematics data  Provide training on ZTR telematics devices and ZTR telematics software platform to customers Assist customers with initial setup of telematics equipment Assist customers with customization settings (passwords, alert notifications, run hours, etc…) Created and updating of procedural and training materials both internal and external customer facing. Document support tickets for all customer interactions and inquires until resolution in CRM. Knowledge and Use of Microsoft Office 2016 Products (Excel, Word, Outlook, etc…)

 First call response to Agents with technical or procedural issues Provide training on Keypad and Windows based POS equipment Assist agent with technical issues with keypad and Windows based POS equipment Assist agent with initial setup of POS equipment Assist agents with customization settings (pins, fees, sales hours, etc…) Log calls and trouble shooting steps involved in resolving the issue. Assisting in updating help desk knowledge base and training materials Attended several Corporate Training and Development Classes Knowledge and Use of Microsoft Office Products (Excel, Word, Outlook, etc…)

 Respond to customer inquiries, 1st & 2nd level Hardware and Software POS support Create customer call logs and documentation of customer problems and queries Assisting in updating help desk knowledge base and training materials  Schedule hardware deliveries and pickups from site Troubleshoot software problems with Windows XP, 2000, NT, server 2003 as well as POS software and Microsoft office utilities Implement customer software configurations at the time of install including network settings.  Responsible for quoting hardware maintenance to customers (sales) Assist with hardware installations at customer site as needed Troubleshoot hardware issues on site, repair/replace PC’s and other computer/POS equipment as required Schedule and perform software upgrades Monitor and maintain Franchise polling and data retrieval  Provide software training and awareness to customers Knowledge and Use of remote software Assist in creation of Software and customer reports

Computer Systems Networking And Telecommunications

Information Technology