Chris Alderson Email & Phone Number

San Ramon, Ca

Oversees and manages Accela’s customer support organization. Customer Support provides product support for all Accela customers after products have been implemented. Provide metrics to executive team and work as primary escalation contact for all support related issues.

San Ramon, Ca

Oversees and manages Accela’s customer support department. Customer Support provides product support for all Accela customers after products have been implemented.

Fresno, California Area

KEY TASKS & RESPONSIBILITIES •Provide support using multiple channels including email, web and phone •Supporting a dynamically growing sales team •Document all customer issues in tracking system including incoming and outgoing correspondence, accurate problem description, steps to reproduce and resolution •Create SQL scripts for fixing issues •Create solution articles, and FAQs focused on call avoidance •Facilitate escalation of issues in accordance with company and department standards •Coordinate with QA, Development and Product Management to ensure that the latest product revisions and documentation are always made available to customers on a timely basis •Interact with development on a conceptual and advanced troubleshooting level •Identify, troubleshoot and resolve software application issues including SQL,Oracle, Backup applications, Storage systems, VMWare •Track customer cases in the cases database system •Work with Partners to improve the Support relationship •Maintain key customer relationships through proactive regular customer calls to measure and ensure customer reference-ability •Manage customer technical relationships regarding questions, bugs, and enhancements, as well as operating system and application updates SECONDARY TASKS & RESPONSIBILITIES •Offer strategic technical support to assure the highest level of customer satisfaction •Member of the technical problem solving/problem avoidance team •Performed knowledge transfer with team members through development and delivery of formal training, mentoring, and creation/review of knowledge base articles •Made technical recommendations on how to improve product in terms of ease of implementation, troubleshooting to decrease common questions and issues •Mentor and train other team members when required

Bs, Business Administration

Activities and Societies: Pi Kappa AlphaFocused BS in Business Management with an Information Systems option.

Aa, Liberal Arts

General Education with a focus on Information Systems.