Daniel Watania Email & Phone Number

Kuala Lumpur, My

Federal Territory Of Kuala Lumpur, Malaysia

- Maintain relationships with customers assigned to them by the Customer Success Manager- Aid assigned customers through onboarding, implementation, and training sessions as instructed by the CSM.- Host onboarding webinar for customers

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

- Identify and diagnose technical issues reported by customers and guide them through the appropriate troubleshooting steps to resolve the problem.- Document and track customer issues in a ticketing system, ensuring accurate and detailed records are maintained throughout the support process.- Collaborate with cross-functional teams, including product development and quality assurance, to address and resolve recurring technical issues.- Provide product training to customers, guiding… Show more - Identify and diagnose technical issues reported by customers and guide them through the appropriate troubleshooting steps to resolve the problem.- Document and track customer issues in a ticketing system, ensuring accurate and detailed records are maintained throughout the support process.- Collaborate with cross-functional teams, including product development and quality assurance, to address and resolve recurring technical issues.- Provide product training to customers, guiding them on how to effectively use the product and its features.- Continuously improve customer support processes and procedures by providing feedback and suggestions for efficiency and effectiveness.- Contribute to the creation and maintenance of a comprehensive customer support knowledge base, including FAQs, troubleshooting guides, and user manuals.- Subject Matter Expertise: Act as a subject matter expert, demonstrating a deep understanding of products, features, and technical underpinnings while managing customer inquiries and escalations.- Complex Issue Troubleshooting: Investigate and resolve complex technical issues by identifying root causes and collaborating with development teams to ensure timely resolutions.- Customer Success and Escalation Management: Act as the primary escalation point for complex cases, ensuring prompt resolution and managing client relationships through regular meetings and feedback sessions.- Team Performance Improvement: Conduct regular case reviews and provide mentorship to junior engineers, driving initiatives to boost efficiency and enhance overall team performance. Show less

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