Gurpreet Gosal Email & Phone Number

Saint-Lazare, Qc, Ca

Montreal, Canada Area

• Manage the Customer Success department consisting of the technical helpdesk, onboarding, implementation and deployment teams• Taking ownership of customers issues and following problems through to resolution • Handle escalations and provide solutions and manage customer updates • Evaluate team members on their performance • Apply best practices to areas of improvement • Assist in bringing in 24/7 support for customers• Control resources and utilize assets to achieve quality implementations • Adhere to and manage an approved budget • Maintain an orderly workflow according to priorities • Create and maintain a training program (documentation and videos) • Hold daily and weekly team meetings • Oversee quality of daily customer communications by the team• Create and maintain off hour program to handle customer issues • Maintain a high CSAT score• Create SLAs and monitor team analytics• Participate in product roadmap meetings to help shape the future of company offerings• Develop and mentor the entire team and create an environment where they can excel• Implementing a new internal phone system

Montreal, Canada Area

• Leading and planning global deployments for medium to large scale pharmaceutical customers• Organizing implementations, on-boarding and deployments through weekly calls with customers• Implemented a new internal ticketing system• Product expert in both hardware and software• Responsible for company-wide training for new releases• Lead and coach the Implementation team• Owner of the internal and external knowledgebase• Providing technical demos to potential customers• Level 3 support for software and hardware issues

Montreal, Canada Area

• Provide level 2 and 3 remote and on-site troubleshooting• Train users on software and hardware products remotely and at customer locations• Provide validation and calibration services on-site

Montreal, Canada Area

• Provided level 1 and 2 remote technical support for reported software and hardware issues via e-mail, phone and remote sessions• Assisted in updating the knowledge base with clear and detailed articles• Performed remote validation services (IQ/OQ/PQ)

Montreal, Canada Area

• Provide Level 1 and 2 technical support via phone, email and remote sessions• Monitor servers for potential issues• Create network and email accounts• Update and maintain the helpdesk knowledgebase• Coordinate SRT bridges and provide updates to senior management at scheduled intervals based on SLA

Montreal, Canada Area

• Assist customers with their questions about products available for purchase• Assist customers by recommending products

Montreal, Canada Area

• Meet and work with potential clients and existing customers• Set up timelines for projects and ensure deadlines are met• Promote company services• Design and create websites

Montreal, Canada Area

• Design and program an interactive promotional CD-Rom• Update and maintain the website• Create promotional graphics for launches of new products

Microcomputer And Networking Systems, Information Technology

Digital Multimedia Design, Graphic Design