Robert Marchand Email & Phone Number

Greater Los Angeles Area

Responsible for validation of all Bugs reported on Web and Mobile applications, and communication of their potential impact during regular cross-functional meetings with CSM and Development teams for prioritizationTracking of live issues in JIRA and communication of status updates on key deliverables to Customer Support, Account Management (CSM), and Clients/End-UsersActs as the voice of key clients when arguing for prioritization of Feature Requests and Product ImprovementsResponsible for training and set up of customer support teams in 3 offices across the United States and EuropeCustomer facing support for escalated issues, including live troubleshooting and screenshare meetings, identification of workarounds, and co-ordination with CS teams on best practices and communication of issue resolution

Los Angeles

Technical Support General Manager responsible for scaling up the customer support department while the company's user base expanded by 200%Served as the primary point of contact between Customer Service and Development Teams, escalating mission-critical issues to Engineering and disseminating updates to CS teams in four countries.Responsible for hiring, training, and managing multiple support teams of different disciplines (including Technical Support, Billing, and Account Management). Reduced average incident handle time by 30% over a six-month period for all Support Agents across multiple lines of business. Designed and implemented custom tools such as Diagnostic Applications, Guided Assistants, and Decision Trees for end user support.Analysis of end-user incident reports to asses customer impact and prioritize bug escalations