ABBYY is a global leader in the development of document recognition, content capture and language-based technologies and solutions that integrate across the entire information lifecycle.ABBYY creates technologies and solutions to action information. A global company that sets the standard for content capture with innovative language-based technologies that integrate across the information lifecycle.ABBYY solutions optimize business processes to mitigate risk, accelerate decision-making and drive revenue, empowering customers to capture, extract and action information using artificial intelligence.I joined ABBYY due to my willing of turning my career into an, even more, “customer faced” role, where I could help my customers by taking advantage of all the technical experience I’ve acquired during my more-than 20 years in the IT industry. In this role, I am been doing functions like:- Provide full support to Spain and Portugal Sales Manager, to help him delivering solution offerings that will reach and fulfill ABBYY’s customer requirements.- Take ownership of new contracted projects, and manage the lifecycle of the project together with Professional Services Team, involving external ABBYY partners when necessary.- Providing solution and product training to ABBYY partners - Assist in POCs- Supporting the partner channel, answering technical questions, RFP’s, creating technical documents, and working towards my main goal: Reach the excellence in customer’s satisfaction.I can say I really enjoy working in ABBYY as a PreSales Solution Architect, as it gives me the opportunity to help our customers and partners using our technology to resolve complex issues. I'm obsessed by customer satisfaction, and I really love what I do... I find myself very lucky for that! : )

I'm responsible for providing substantial technical support to customers by answering complex questions on functionality and product usage. I also recreate customer problems and provide technical assistance to less-experienced support personnel in order to deliver best-in-industry support and phenomenal customer satisfaction.In this role, I also have the following duties:• To take ownership of complex technical customer issues and to provide enhanced support for the product line.• Working independently to appropriately prioritize assigned workload and backlog; escalating issues to next level that require code interpretation to resolve.• Analyzing logs and relevant data to troubleshoot and recreating customer issues on approved test systems.• Enhancing a positive customer experience by: - Creating high quality knowledge-base documents.- Assisting junior team members by reviewing their knowledge-base content submission.- Assisting customers by encouraging the use of self-support tools provided by CA by explaining and demonstrating functionality and benefits to customers.- Providing technical assistance to team-members and coordinating ownership of support issue escalations for the product or product line.- Providing coaching and mentoring to less-experienced team-members to assist with progressing issues, troubleshooting and recreating customer issues.- Proactively identifying team training needs; collaborating with team members to facilitate relevant training in order to address individual or team needs.- Increasing the awareness of new policies, technology and applications by conveying news of updates and changes to the team.- Improving product quality by identifying and documenting predominant customer issues which require assessment by the Support Planning Team.- Understanding the Product Life-cycle and future direction for the supported products or product line.

As a "Technical Advisor"​, I've been assigned with the additional responsibility of reviewing support cases from other Front-line support engineers, and advice about the possible direction of investigations and tests that could be executed in order to help resolving issues reported in the cases, or speed up the escalation to Development Team if a software defect is identified.This is also a mentoring activity I am doing with Front-Line's Team members, ensuring the teams follows the best troubleshooting techniques and procedures to ensure the issues our customers report are confirmed as real software problems, and not simply configuration problems or doubts. If this last is the case, requesting the Services or Pre-Sales Team to be involved, so we ensure the maximum satisfaction is achieved by the customer, by assisting them to get the best result from our software solution, completing the equation with any kind of services that might be required.

- Use of analytical and troubleshooting techniques to identify solutions that resolve the customers' issues related to application use, design and configuration.- Provide telephone and Web portal based support to our Certified Solution Providers (CSP), direct customers, and Internal Point of Sales Team for our suit of Products and Solutions. - Document all activities and tasks related to customer queries in our incident case management system in order to keep track of the current status, the actions taken, and to keep our customers informed on a regular basis.- Document reproducible support cases that cannot be resolved by the Technical Support team and escalate these to Kofax Development.- Create educational documentation (Knowledge-base Articles and Application Notes) on existing and new products.- Plan, coordinate and execute regular meetings with Kofax Pre-Sales colleagues, to identify possible customers who require special attention so that we may optimize our customer support.