Eric Klimuk, as Founder and CTO of Supportbench manages the day to day operations of Supportbench. Supportbench is a customer service platform that helps companies deliver an amazing customer experience. Supportbench unlocks the potential of support teams by giving them a canvas to create and execute their vision of how best to support their customers. Supportbench is bridging the gap between existing SMB and Enterprise customer service & ticketing products by delivering a solution that is more flexible, better accountable, but still beautiful, and can scale. Supportbench is also leveling the playing field for customer service organizations by breaking the relationship between feature, support and price. This allows small and medium sized businesses to leverage every feature, and get better support at a lower cost.

- Design, Build, Implement, and maintain a custom built (Sophtrac) support case management system to record, track, and facilitate communication with the customer for aprox. 300 engineers and 500 other departmental daily users.- Design, Build, Implement, and maintain a custom built (Sophserv) customer portal enabling customers to view, track, and communicate with support for aprox. 2 million customers.- Create new regional and global operational processes to continually improve upon and drive support efficiency increasing Net Promoter scores (NPS) and drive down support costs through technology development.- Develop and manage the integration and on-going support of multiple heterogeneous systems (Salesforce, eGain, OTRS, JIRA, TeamTrack, BugZilla, SSRS, NeoLane), undertaking technical, project and maintenance work as required.- Drive improved call resolution times and NPS through best practice, process and procedure, management information reporting and dashboards.- Designed and implemented KCS system enabling the creation of 20,000 articles across multiple permissions levels, regions, languages and publication levels.- Part of a project team currently implementing a global (10+ sites) telephony infrastructure including SIP phones and Aspect call center software. - Support lead in delivering global export compliance framework and process to customers and internal systems. - Key member in gaining Sophos a SCP certification, which covers many areas I directly influence,including case logging, knowledge management and BI reporting. - Multiple system migrations from acquired companies support systems into existing systems including data from multiple data sources and files.