Robert Risdon Email & Phone Number

East Lansing, Michigan, Us

As a Trainer and Project Coordinator, I am the go-to person to assist other agents as they work with customers. I help them with technical troubleshooting and handle nuanced customer scenarios. My knowledge and expertise make life easier for those I help out. I help others grow by answering questions as an expert, providing coaching and feedback, and leading by example for all things Support.Additionally, I am responsible for leading and facilitating projects within the team that will either help our customers, fellow agents, or TechSmith. I exhibit great organization skills, proactive communication, and am highly self-motivated. I have built strong relationships with others outside of Technical Support by collaborating on cross-department initiatives. I am available to help the department in any way needed, such as working with customers over the phone, chat, and email.-Reliable and dependable member of the team-Proficient in Camtasia, Snagit, Screencast, TechSmith Capture, Audiate, and all other supported TechSmith products-Willing and proactive in helping out the department in any way needed (phones, chat, tickets, knowledge resource, etc…)-Provide guidance and support to other agents on the team as they work through difficult technical problems or difficult customer scenarios-Identify areas of training and leveling up for specific agents as well as the entire team-Assess and give positive and constructive feedback to other agents on the team (MaestroQA and ZenDesk ticketing)-Review and improve tech support team processes and workflows-Identify areas for improving the customer experience and take the initiative to accomplish those improvements

East Lansing, Michigan, Us

As a Technical Support Specialist II I exhibited/complete the following on a regularly basis: -Demonstrated ability to work independently, efficiently resolving most customer issues.-Proficient in finding solutions autonomously, leading to faster ticket and task completion.-Gaining expertise in advanced troubleshooting techniques (PML, DMP, LOG) and complex problem sets (Deployment, SCORM, Smart Player).-Collaborate with experienced team members on challenging problems.-Actively seek and apply feedback for continuous improvement.-Propose enhancements to customer support and internal processes.-Initiated cross-department collaborations within TechSmith.

East Lansing, Michigan, Us

As the Online Community Manager, I accomplished the following: -Monitor and engage with the community across various platforms (social media, forums, blogs, etc.).-Create and curate content that resonates with the community and aligns with our brand.-Respond to community inquiries, comments, and direct messages in a timely and professional manner.-Moderate discussions to ensure a positive and respectful environment.-Identify and address any issues or conflicts within the community.-Collaborate with other team members to execute community initiatives and campaigns.-Track and analyze community engagement metrics to inform strategy and improvements.

East Lansing, Michigan, Us

As a first-level Technical Support Agent, I regularly achieved the following:-Successfully leveraged experience in customer service, technical background, and passion for problem-solving.-Focused on learning products, understanding user workflows/pitfalls, and mastering troubleshooting techniques.-Prioritized mastering core areas like Snagit and Camtasia.-Dedicated majority of time to direct customer support via phone, chat, and email.-Handled tickets independently (training questions, simple troubleshooting) while collaborating with senior team members on advanced issues.-Embraced feedback from peers and mentors for continuous improvement.-Actively mentored by upper-level support specialists.-Developed a comprehensive understanding of Technical Support's role in supporting other departments within the organization.

As a Video Game Reviewer, I am responsible for playing, analyzing, and reviewing a wide range of video games across various platforms including platforms from PlayStation, Xbox, Nintendo, and PC. I author in-depth, honest, and engaging reviews that help our readers make informed decisions about the games they play.Key Responsibilities:-Play and thoroughly review video games across different platforms (PC, consoles, etc.).-Write comprehensive and engaging reviews that cover gameplay mechanics, graphics, story, sound, and overall experience.-Provide an honest and unbiased assessment of each game, highlighting both strengths and weaknesses.-Meet deadlines for submitting reviews and adhere to editorial guidelines and standards.-Stay updated on the latest trends and news in the gaming industry.-Collaborate with the editorial team to brainstorm new content ideas and features.-Engage with readers by responding to comments and participating in discussions on the blog and social media platforms.