Tim Kirchhoff Email & Phone Number

Detroit, Michigan, United States

- Managed a global support team providing top-class customer service to 300+ Professional and Collegiate teams- Conducted weekly calls with VP of Operations discussing support metrics (response & resolution SLAs, customer satisfaction, and live response times) and where we can improve- Led weekly Escalation Calls with Product and Development discussing and prioritizing Jiras based on customer impact- Served as an escalation point to team members when dealing with complex issues or customer situations- Administrated Zendesk to improve team efficiency - adding organizations, product components, and macros to keep track of data more accurately- Conducted Weekly 1on1s with team members to ensure they had everything they needed to succeed and make sure a healthy work/life balance was maintained- Developed training materials which included a grading system and open ended quiz questions that were used to assess and upskill existing and new team members

Chicago, Illinois, United States

- Managed and ramped up a brand new support team focusing on MatchTracker, Focus & Hub- On-boarded and trained remote team members through workshops, 1-on-1 discussions, and shadowing- Tracked SLA response times and identified areas of improvement to ensure tickets were resolved efficiently- Worked closely with Product and Development teams to reproduce customer issues and escalate Jira tickets to the appropriate teams

Boston, Massachusetts, United States

- Created documents and trained team members on MatchTracker, Focus, and Hub- Provided game day support for MatchTracker and Focus clients- Led QA testing for the entire Replay suite of products- Tracked and provided detailed documentation of software bugs- Worked alongside developers to verify new features and bug fixes- Identified issue trends and proactively addressed them through training materials and feature requests- Trained new team members through shadowing and 1-on-1 exercises

Orlando, Florida Area

-Provided front line customer support for over 120 XOS Instant Replay customers. -Provided 24/7 support over the phone, remotely via LogMeIn, and on-site at campuses, arenas, and sporting events.-Provided quality assurance testing on new software builds.-Integrated and tested A/V equipment and computers. -Recorded incidents and software bugs into support database and looked into trends and potential issues.-Followed up with customers and acted as key contact to ensure their issue got resolved.-Operated the replay system at high-visibility sporting events.-Trained new replay technicians and new support team members.