Product Support Specialist Ii
CurrentRapidly promoted due to exemplary performance in supporting key MSP software products and resolving escalated technical challenges.Served as the senior escalation point for complex issues, achieving a 20% improvement in Partner satisfaction scores.Led high-priority live support calls in collaboration with Sales, ensuring robust service delivery and rapid resolution of critical issues.Managed the full warranty service lifecycle, streamlining processes and reducing claim turnaround times by 30%.Oversaw updates to warranty service models and pricing, maintaining accuracy in a fast-paced environment.Trained new team members, enhancing overall team performance and knowledge retention.