Jonathan Rock Email & Phone Number

I am a senior technical support director with multiple years of experience leading support teams in the OnPrem and SaaS tech industries.My North Stars:Customer Satisfaction: Prioritizing customer satisfaction underscores a customer-centric approach, emphasizing the importance of delivering quality service and ensuring a positive experience for users.Problem Solving: Committed to solving business problems reflects a proactive stance in addressing challenges, driving innovation, and contributing to the continuous improvement of processes and operations.OKRs and Company Goals: Aligning technical support goals with the overall company objectives is crucial for organizational success. Establishing clear Objectives and Key Results (OKRs) ensures a focused strategy that contributes to the broader business goals.Relationship Building: Developing strong relationships, both internally with other teams and externally with customers, fosters collaboration and a unified approach to problem-solving. This can contribute significantly to the overall success of the organization.Team Learning and Capacity: Emphasizing increased learning and capacity within the team demonstrates a commitment to professional development, ensuring the team is well-equipped to handle evolving challenges and technologies.AI for Ticket Reduction: Recognizing the potential of AI in reducing ticket volumes reflects a forward-thinking approach to leveraging technology for efficiency gains. This aligns with industry trends and can contribute to a more streamlined and responsive support environment.

Listed skills include Saas, Google Analytics, Web Analytics, Mobile Marketing, and 69 others.