Ciaran Cotter Email & Phone Number

Cork, County Cork, Ireland

Cork, County Cork, Ireland

Level 2 support for Enterprise Video Collaboration- Handling Tier II escalations for Hardware and Software issues with Video Conferencing systems- Technical expertise in Rally System advanced Video and audio technology.- Phone and Email support for platinum level customers and fortune 500 companies that utilize Logitech Hardware.- Seamlessly meeting target driven metrics in a fast paced and high stress environment.- Office based with distance working optional.- Set up and help run a lab environment for advanced troubleshooting on video conferencing hardware and Video Conferencing Operating Systems.- Advanced knowledge of MTR, Zoom and Meet video call applications.

County Cork, Ireland

24 hour Cloud Support for new High Volume Email systems.- First and second level technical support.- Full support spectrum for customers of SAP a global behemoth sales company utilizing the new High Volume Email service.- Full Support for MessageReach and Fax2Mail/Mail2fax users.- Phone, email and portal based support.- Working Primarily with SAP a large scale sales company who sell the High Volume Email service.- Provide the Highest level of Support.- Exceeding all targets and metrics placed to me and excelling at tasks appointed.- Training current and new employees on the High Volume Email service and offer one to one private training for all employees who require extra training.- Working from both the office and home allowing constant contact for both client and employer to allow assistance at any time, day or night.- Conduct weekly technical syncs with our primary client to cover all pen support cases and make any needed adjustments.Currently leading a team of 4 support staff. Creating training documents for agents to allow future employees to have up to date and accurate material to learn when needed.I have been appointed the position of Support Lead. With this title I will be creating and adjusting the current support structure of current products to offer a higher level or support. This will give me a team of 5 based in the United States. I will be given a product and all current support materials to use my skills to change and improve the support structure and re-invent the product structure itself to appeal to new customers.

County Cork, Ireland

Cork

Technical support specialist in the areas of Admin console and Billing for Google Apps. - Provided first level technical support for Google Apps customers. - Primarily troubleshooting customers technical issues with Admin console and Billing queries. - Phone and Email support for worldwide companies/clients. - Provide exceptional customer service. - Consistently exceeding targets and metrics. I provide a Point of Contact and Quality role for the Google Apps Admin console and Billing team as well as other agents. - Monitor agent’s cases in SalesForce before escalation to next tier of support. - Assist other support agents with more complex Admin console and Billing cases. - Queue management and Team management. - Prioritizing core quality guidelines and assessing the current level of quality across multiple agents in multiple languages. - Completing 1 on 1 meetings with agents and discussing the best ways to improve the quality of the work. - I designed and I am currently managing a new quality and training process that standardizes and improves case management and productivity in agents not hitting current targets using Saleforce.

Cork

Technical Support for all Kindle and Mobile devices. As an account manager and technical support point of contact for Amazon Customers. During my time at Amazon as a temporary seasonal staff member I was promoted to Floor Walker which added to my basic duties of helping customers and business:- Walking the floor to assist any member f staff with every day to day tasks of Amazon.- Creating and editing training materials to get optimal results on both the floor and the examinations for future positions withing the company.- Assistant to the Team Leader and organized team outings and internal competitions to keep spirits high during the busy Christmas periods.

Blizzard Entertainment was the company that showed me that Customer service and Support was where I wish to grow professionally. As a Games Master for the massive online game World of Warcraft I I honed my skills in customer service. Blizzard was an extremely fast paced and target driven company. Resolving up to 150 customers issues a day using an internal chat system kept me on my toes and taught me how to manage my time and multitask to an extremely high level. During my time at Blizzard I was given multiple responsibilities before leaving to travel the world.- A Team Leader for Blizzard Entertainment managing a team of 14 people.- Team Trainer for all new team members that entered the company.