Rafael Molina Ocaña Email & Phone Number

Petrer, Vc, Es

España

Client Onboarding: Guiding new customers through the onboarding process, ensuring a smooth transition and quick product adoption.Relationship Management: Building and maintaining strong relationships with customers by understanding their needs, pain points and business goals. Serve as the main point of contact for customer queries and support.Product Expertise: Becoming product expert to offer proactive advice on how customers can use Superna solutions to solve their business challenges and integrate products into their daily workflows.Customer Retention: Monitoring customer satisfaction and engagement levels. Identify accounts at risk of churning and work to retain them by addressing issues and providing solutions. Cross-functional Collaboration: Working closely with sales, product, support and services teams to ensure customer feedback is communicated, product features are raised based on customer needs and escalations are handled effectively.Renewal Management: Proactively managing the customer renewal process by tracking subscription end dates, engaging with customers during first contact, and managing renewal timelines. Lead renewal discussions, create compelling value propositions, and work to secure long-term partnerships while minimizing churn.Upsell and Expansion Opportunities: Identifying opportunities for upselling or cross-selling additional products or services to existing customers by understanding their business needs.Voice of the Customer: Representing the voice of the customer in internal meetings, helping to shape the product roadmap by sharing customer feedback and user experiences.Create Customer Advocates: Identifying customers that would be willing participants in Advocacy Programs, providing testimonials, case studies, webinars and references. Collaborate with the marketing team to showcase customer success stories and position these customers as advocates for the Superna brand.

Canadá

Actualmente ocupo el puesto L2 dentro del Soporte de la empresa, por lo que atiendo incidencias que por su grado de complejidad no han podido ser resueltas por los compañeros de L1.De la misma manera, si en estas incidencias no encuentro el origen del problema para aplicar una solución conocida o no encuentro una solución alternativa que sea útil y práctica para el cliente, escalo el caso a “Diseño” L3 a través de la solicitud y el informe correspondiente.También me encargo de diseñar y llevar a cabo Training específico para compañeros que tienen menos experiencia o son nuevos en la empresa.Realizo presentaciones de productos/proyectos colaborando con el departamento comercial de la empresa.

Alicante, España

Being part of the Superna Support Department I have all these duties:-Receiving through Zendesk and dealing with issues from customers around the world.-Assigning priority, studying and looking for the solution, workaround or a right next step to help customers on a daily basis managing most of the Superna portfolio software.-Troubleshooting issues offline (checking logs and documentation) or connected through different 3rd party remote tools (Zoom/Webex).-Upgrading, licensing and keeping the customer environment according to best practice.-Superna software Installation and configuration remotely in parallel with the customers explaining to them all the process and answering their queries. -Superna software is deployed in linux VM´s (most of them opensuse). Extensive knowledge of linux infrastructure.-Accomplishing knowledge transfer sessions related to Superna Software. -Deploying and configuring lab environments (VMWare) for testing purposes, reproducing bugs, teaching new colleagues, etc.-Booking and scheduling remote calls or installations depending on the customer availability and our own resources. -Belonging a Support Team (24x7x365) which has offices in Canada, Spain, Romania, India, Singapur, etc.

Villajoyosa/La Vila Joiosa, Comunidad Valenciana / Comunitat Valenciana, España

IT technical support to internal clients L1.Incident management, resolution, documentation and escalation if necessary to specific team groups. O365, MIM, SCCM, AD, Azure, MFA, SSO.Remedy, Citrix, VPN, FTP.IBM Lotus Notes, Bomgar, Trio, WhatsUp Gold, Martello IQ

Alicante

Within the VSN Support Department performing the tasks of receiving incidents, assigning criticality, checking problems using remote desktop tools, resolution, operating tips, preventive maintenance, corrective maintenance, renewal of certificates and licenses, software update , computer and broadcast equipment configuration and a long etc.

Murcia

Supervisor and responsible of all audiovisual equipment in a television programme. Audiovisual, computer and electronic technician. Preventive and corrective maintenance of all equipment. Technical support of the rest colleague. Reception, check and routing signals as central control operator. On occasion location technician in all kind of retransmissions.

Murcia

Preventive and corrective maintenance of all equipment. Technical support of the rest colleague. On occasion continuity operator and sound technician in the programme production center and in all kind of locations.

Telecommunication Technician Engineer, Sound And Image Specialization, Telecommunications Engineering

Mathematics, Fisical, Analogic and Digital Electronic, Circuit Analisys, Acoustic, Signal Processing, Video Editing, Video Production.

Audiovisual Company Management Postgraduate Course, Business, Management, Marketing, And Related Support Services

Audiovisual Production Management, Personnel Management, Financial Management, Marketing, Company Processing, Executive Production