Navigated a seamless transition from the role of EMEA Manager to APAC Manager during the merger between Brandwatch and Falcon.io. This strategic move was orchestrated with the objective of enhancing the efficacy of the Customer Support team within the APAC Region, specifically geared towards providing comprehensive assistance for our complete range of available products.• Remotely hired 2 new Customer Support Specialists in the APAC region to increase the Support teams head count up to 5, covering both of our offices in Melbourne, AUS and Chennai, IND.• Completely revamped the onboarding of new Support Specialists to counter the remoteness of the regions and to up skill them in oder to support our customers as soon as possible with the highest level of care.• Elevated the Support teams voice internally amongst other departments to spread awareness. (R&D is EMEA based, so created early meetings with representatives for the team to stay in the know of any new releases or changes)• Created Support scheduling to ensure we have of all 6 Products we support, for a more seamless handover to the EMEA Teams.

Guided and directed a proficient team of Customer Support Specialists stationed in Brighton, UK, in a concerted endeavor to attain elevated levels of customer satisfaction. Spearheaded initiatives aimed at enabling product education to our valued customer base, while skillfully navigating diverse technical challenges on a daily basis.• Developed solutions & processes to scale our team operations, with focus on self-serve educational materials to reduce the individuals workloads and increase the resolution times for our customers.• Created reports on an individual and team level to better report on ticket counts, resolution times and CSAT scores. Keeping CSAT above 92%.• Worked closely with all members of our customer-facing teams to define a customer journey that is efficient and scale-able for the company, and at the same time improves the customer experience and their retention.• Increased the team of 2 based in Brighton to a team of 8 across the South East of England and London.

• Provided expert assistance as a second-line support specialist, effectively addressing elevated technical inquiries from both internal first-line support teams and external customers.• Utilized Zendesk and JIRA as the primary ticketing systems, ensuring seamless tracking and resolution of support requests.• Demonstrated proficiency in SQL by constructing and retrieving custom reports, catering to the distinct needs of both internal stakeholders and external clients.• Leveraged technical acumen to bridge the gap between initial support inquiries and in-depth technical resolutions, enhancing customer satisfaction and issue resolution efficiency.

Worked as a Technical Support Engineer, providing comprehensive assistance to a diverse clientele within their Cloud Hosted environments. Notably, the primary client demographic hailed from the legal sector, necessitating a paramount emphasis on security measures. Frequently, I conducted on-site visits to our valued customers, undertaking tasks ranging from the installation and maintenance of Local Machines, Servers, and Networks, to conducting in-person consultations to assess additional installation needs and client-specific requirements.

In house IT support assistant.