Richard Frame Email & Phone Number

Buffalo, MN, US

Remote

• Technical support for a complex email security product suite, with customers ranging from multi-national corporations to small businesses, from federal government agencies to local municipalities.
• Responding to customer inquiries via phone, email, video calls and chat
• Collaborate with diverse stakeholders--from account managers to software engineers to legal--to evaluate, research and resolve issues
• Monitor the support queue to ensure SLAs honored on all tickets
• Replicate, troubleshoot and document product bugs and defects
• Develop documentation and FAQs to improve consistency and accuracy of support processes

For many years individuals and small business owners have reached out to me for help with their software and hardware needs. From writing custom code to help a business display content in-store, to building custom high-end computers, to adding networking to an old office park never wired for Ethernet, I’ve done dozens of projects. But what I’m most.

Plymouth, Minnesota, United States

• In this small company, operating under multiple brand names, I contributed to every part of the business, requiring expert prioritization skills, multi-tasking and problem-solving. Customer Service and Troubleshooting
• Spent multiple hours per day serving customers via phone and email, working with them to gather if/how their equipment was broken, how to fix it, what part(s) they needed. Strong analytical and root cause analysis.
• Worked with customers who were highly opinionated experts, and others with no idea what they needed. Customers who were very technical, and others so non-technical they could literally not send an email
• Served as the escalation point person for dissatisfied customers and returnsTechnology and IT
• Debugging modern web applications, including using the developer console, Postman, monitoring and analytics tools, and reading the page source code
• Led the effort to transition parts of our technology stack to more capable Cloud providers

Minnetonka, Minnesota, United States