SEEKING WORK - Remote (UK based, Travel Possible)
Application &amp; Customer Support Technician
Is your SaaS app growing &amp; you want to continue providing awesome support for your users? Do you want to provide equally fast responses for your users in East Coast or European time zones?
My experience in application support will allow you to spend more time proactively improving your product, instead of reactively responding to e-mails, calls &amp; questions.
I will :-
* Provide responsive friendly technical support
* Aim to delight customers, help them to get the best from the product
* Manage support requests from all platforms (e-mail, phone, twitter, forums etc)
* Use metrics &amp; data to improve, refine &amp; automate processes
* Identify patterns &amp; trends that can lead to cost savings or increased profit
* Focus on efficiency, simplicity &amp; scalability
* Demonstrate benefits &amp; features to potential customers
* Integrate &amp; setup new users
* Create 'living' documentation that is continually improved
* Explain complex technology to all levels of technical ability
* Train additional support staff
* Deconstruct issues to find a swift resolution
* Aim to turn complaints or negative feedback into a positive experience for the customer.
* Work closely with development to relay user feedback
* Build a reputation of great support for the company.
My background :-
* Degree in CS &amp; Info Systems from a UK University
* 4 years as a consultant support technician
* 2 years working as Field Support in education technology
* Worked in a wide variety of industries, banking, ecommerce, retail, health, engineering, telecoms, recruitment.
* Experience with HTML/CSS, basic PHP &amp; mySQL tweaks, SEO, PPC campaigns, metric analysis, WordPress administration, database design, data entry &amp; cleansing, content creation, photoshop, photography.
* Hands on experience with Active Directory, Windows Server environments (migrations, consolidation, decommissioning), VMWare, backups, SAN, NAS, firewalls, SharePoint.
Would love to expand development experience in either Python or RoR.
Highlights :-
* Saved a company over £200k per year with a 15 minute presentation to executives. My suggestions are currently being implemented company wide.
* Performed a time-in-motion analysis at a mail order company. Identified a bottleneck that limited the number of orders that could be shipped per day. Developed a simple macro that cut order prep time from 15mins per order to 2 seconds.
* Developed a team productivity database to collate holiday, task &amp; phone data. This provided a productivty score for employees to use in their reviews &amp; an executive summary for their manager. Previously the manager was spending 1 day per month to collate this information manually.
* Wrote a business plan that won a place on a business incubator scheme.
I'm passionate about providing great support and increasing the range of technologies I am proficient in.
I'm flexible on hours &amp; interested to hear of any opportunities.
Please feel free to drop me a line.
My e-mail is my username at gmail.com.
Ask HN: Freelancer? Seeking freelancer? (September 2013)