Itamar Itzhak Email & Phone Number

Tel Aviv-Yafo, Il

Tel Aviv District, Israel

As a Technical Support Engineer at Logz.io, I specialized in streamlining support processes and enhancing customer satisfaction through technical expertise and direct engagement. Key contributions and achievements include:- Automation and Efficiency: Developed Python scripts to automate daily support tasks using APIs, significantly improving the efficiency and accuracy of resolving customer issues.- Knowledge Management: Led the successful migration of the company's knowledge base from Guru to Confluence. Collaborated with cross-functional teams to maintain existing features and implement new ones, ensuring seamless knowledge transfer and support continuity.- Training and Development: Created and maintained comprehensive training materials, including presentations, videos, quizzes, and documentation, to enhance team capabilities and performance.- Customer Engagement: Directly engaged with customers to resolve complex technical issues, often extending beyond the scope of traditional support, which strengthened customer relationships and trust.- Leadership: Headed the technical support team, achieving and surpassing key performance indicators such as chat participation, closure rates, median response time, and overall customer satisfaction.

Israel

Provided technical support, leveraging my technical expertise to address customer inquiries, troubleshoot issues, and improve user experience. I focused on delivering efficient solutions and maintaining high customer satisfaction.