Henry Forman Email & Phone Number

Australia

Australia

Lisbon, Lisbon, Portugal

Purpose: Product Experts play a key role in ensuring customer’s success and satisfaction using Salsify. Support Experts are organised into two disciplines - Core and Activation. While having a strong understanding within their discipline, each Product Expert maintains a broad understanding of our full product, providing best practices, unblocking customers by providing a full resolution to the issues or by a temporary solution (workaround) while working with Product & Engineering teams on a permanent fix.Focus:Product Experts offer the final escalation point to Salsify customers when Support issues require deep investigation or urgent Product or Solutions Engineering intervention. They are able to reproduce the issue, gather all the relevant details, and route to the appropriate team. Product Experts provide support until final resolution of the issue is attained or Services are needed.Product Experts help customers achieve their outcomes with Salsify providing quick responses and best practices. Product Experts are constantly looking for the case trends and addressing those by working with Product/Engineering/Retailer/CSM teams. They work closely with Product and Engineering teams to improve the Salsify platform by providing valuable feedback and trend analysis.Product Experts lead the creation/improvement of documentation and training resources for members of the lower tiers, with a focus on product knowledge as well as support skills (i.e. soft skills); participate in coaching and mentoring program.

Lisbon Area, Portugal

Purpose: As the second line of contact with customers, Support Engineers play a key role in ensuring customer success and satisfaction using Salsify. Support Engineers are organised into two disciplines - Core and Activation. While having a strong understanding within their discipline, each Support Engineer maintains a broad understanding of the full product, providing best practices, handling support-owned configurations, and performing intake and escalation as needed.Focus:Support Engineers typically handle second-line support for inquiries via omnichannel support (eg. cases, chat, phone) The Support Engineer group is a global team handling cases and issues. They assist Support Specialists with escalated cases and may also escalate to the Product Experts group as needed.The Support Engineers provide a delightful and friendly customer experience with each support exchange, delivering clear and concise solutions and advice to varying audiences. Achieving high customer satisfaction ratings after each interaction, they help customers achieve their outcomes with Salsify providing quick responses and best practices.Support Engineers contribute to the creation/improvement of documentation and training resources for junior members of the team with a focus on product knowledge as well as support skills (i.e. soft skills); participate in coaching and mentoring program.

Lisbon Area, Portugal

Transaction Monitoring Specialist- Provide operational expertise to internal teams focused on current procedures and creating efficiencies. - Analysing quality reports required to keep management, and agents informed of quality procedures. - Monitoring support in general and procedures and policies compliance, assuring the highest level of quality. - Analysing results and identifying trends and development of different group initiatives and action plans to promote and ensure results. - Performing remote and side by side evaluations and Spot-checks, as well as providing frequent personal and written feedback. - Mentoring and coaching a tech support team and delivering team and individual improvement and action plans.- Partake in regular quality review meetings to calibrate and understand, compliance and procedure targets to ensure a consistent customer experience. - Training other quality team members and ensuring that trainers and team leaders are calibrated.- Partner with management to develop and implement quality initiatives to target specific behaviours and provide instant feedback on performance improvement. - Creation of Keynotes and deliverance of training sessions and Presentations.- General quality control responsibilities

Lisbon Area, Portugal

- Develop and provide training sessions for agents. - Coordinating with multiple teams to ensure that everyone utilises the latest resolution methods. - Develop agents knowledge on a one to one basis. - Deliver one on one live call training as required for advisors. - Provide live support to new advisors to help assure their smooth, quick transition to the line.

Lisbon Area, Portugal

- Assist customers with issues they experience (iPhones, iPads, iPods and apple watch and TV as well as account and security related issues). - Analytical isolation and troubleshooting while strictly following required procedures. - Assist and guide junior advisors as required.

Lisbon Area, Portugal

- Assist customers with issues they experience (iPhones, iPads, iPods and apple watch and TV as well as account and security related issues). - Analytical isolation and troubleshooting while strictly following required procedures.

Sydney, Australia

Sydney, Australia