Tyler Engel Email & Phone Number

Mission, KS

• Lead and mentor teams responsible for customers post sales (support, customer success). Provide employee training and development, set goals, and manage workload
• Work with team managers to oversee completion of deliverables, identify skill gaps and potential risks and issues, serve as escalation point of contact, improve upon existing playbooks, and scale processes
• Track and report on key performance and customer satisfaction metrics to make informed decisions about operational and procedural changes
• Work collaboratively across departments to implement new processes/workflows and improve communication to drive better customer outcomes
• Lead an empowered, creative, and ‘can-do’ working environment, with a focus on delighting clients
• Maintain high level of knowledge and understanding of the product, industry, business, and market

Mission, KS

• Manages engagement and service delivery to all clients, including contractual performance, consistently across all regions and countries.
• Provides planning and direction by gathering pertinent business, financial, service, and operations information, and keeping the Service Managers informed.
• Responsible for identifying and evaluating trends and options, choosing a course of action, defining objectives and evaluating outcomes.
• Works with executives and decision-makers in order to identify and qualify service agreements within the applicable product line.
• Acts as an escalation point for support problems that may require expedited resolution.
• Manages strategic initiatives for our customers and partners, working closely with cross-functional management.

Mission, KS

• The Pharmacy Systems Support Manager leads a team in the daily technical support of ScriptPro's Pharmacy Systems customers. The candidate will manage technical support-related operations, including day-to-day contact.
• Conduct themselves in a professional manner and demonstrate ScriptPro values
• Create or update documentation including group policy and process.
• Create and review daily, weekly, and monthly reports to evaluate and determine performance opportunities.
• Drive continuous improvement in product quality, customer acceptance, and cost by working with Managers, Field Operations, and Engineering to identify issues driving a high Service Level Metrics.
• Monitor overall service levels and customer satisfaction.

Acted as point of escalation for technical issues or customer requests and complaints. Primary responsibilities include, but not limited to, write and deliver monthly and annual reviews for team of seven Technical Support analysts, supervise and evaluate Technical Support analysts, interview and assist in selection of personnel, training new team members.

Providing advanced internal/external technical support for ScriptPro proprietary software systems. Support activities include encoding, debugging and testing of ScriptPro proprietary software systems by writing and editing software programs after conducting a technical analysis and review of system performance. Proper documentation of software changes.

Provided support for: laptop hardware and software, networks, printers, fax machines, Tranzmit. Audix and Avaya phone switch administration and updatesCreated and updated local intranet site. Created and updated laptop and desktop images, database administration in MySQL and SQL. Provided USFOOD.COM training for customers and Territory Managers. Created.

Associate'S Degree, Computer Repair

Education record