Jatin Patel Email & Phone Number

London, Gb

London, England, United Kingdom

Oversee mid-market customer success team and coach customer success managers to engage, retain and expand their book of business.

London, United Kingdom

London, United Kingdom

London, United Kingdom

• Supporting clients ranging from one person companies to board members of multi-national companies• Providing advanced support for Blueprint and BoardPad software• Support the 1st line team in meeting the SLA and ensuring that clients get the best customer service• Conducting customisation on client sites• Answering calls and responding to emails from premium support clients• Attending clients premises to assist with issues• Being an escalation point for the 1st line support team members including assisting them with complex issues and bringing any issues to the attention of the Customer Services Manager while liaising with other departments when required• Contacting clients who become unsatisfied by the service or that are overly aggressive to the product support team members• Delegating issues to 1st line support team members when necessary• Involved in the recruitment process, screening CV’s and assisting with first interviews for support team members• Involved in performance management and the on-going development of the product support team

London, United Kingdom

• Answering incoming support related queries• Recording and maintaining issues accurately in the Gateway system• Responding to all support emails and voicemails as required or allocated to me by the support manager within the required 4 hour time frame commitment to clients• Escalating when deemed necessary any issues to second line support• Delivering training sessions either at client sites, from the London office or via a remote session including installations on client sites such as electronic filing and data download• Creation and escalation of feature requests and bug reports• Completion of QuickBase tasks• Configuration of license of installs

• Supervising a team of 15 people to ensure daily tasks are completed.• Product testing and fault finding on various electronic devices including desktops and laptops• Allocating resources depending on needs. • Providing customers with advice on products and services available as well as providing solutions to customer issues.• Dealing with various teams and departments with regards to banking and general office issues

• Reviewing and rating website search engines with regards to search queries. • Providing optimization for search engine results.• Ensuring service level agreements are met• Efficiently manage my workload and accurately record my time using the company timesheet system.

• Dealing with customers on a daily basis and advising the on products and services based on their requirements• Providing troubleshooting and advice for customer issues.• Running training sessions and seminars for customers to advise them of new products and services

Bachelor Of Engineering (Beng), Multimedia & Internet Systems

A-Levels, Information Technology