Israel
With 27+ years of experience leading customer support teams across hardware and software products, I specialize in aligning technical solutions with customer needs to drive satisfaction, trust, and long-term relationships. I bring a strong blend of leadership, technical expertise, and customer-focused strategy, thriving in fast-paced environments where service excellence and innovation meet.
Customer focal point for solutions and best practice, implementations, new features, service interruptions and support plans for better satisfaction and escalation reduction. Work directly with customer’s technical teams during implementation, provide ongoing technical support and workaround till R&D provide long term solution Liaise between customers and internal entities: Pre-Sales, Sales, Business development, R&D, QA and technical writers to improve product quality, manage customer’s feedback and satisfaction Establishing a global customer support team including establishing an external global 24x7x365 call-center, managing 5 engineers (IL & USA based), writing new procedures, and training to ramp-up all engineers to the same level. Reducing cases resolution time from weeks and months to an average of ~15 days per case SalesForce design and implementation as the Support Cloud based CRM system. Hands-on, site visits, installation and troubleshooting. Managing the company’s technical Writing & documentation – design of technical docs and templates, deciding which content will be included and in which form Managing the company’s technical training – presentations and hands-on training (frontal and remote)
Established the new Bynet offer for NICE Engage platform with Cisco HCS cloud based solution (Win2012 R2, VMware). Full hands-on including designing, installation and troubleshooting. Customer facing role including site visits and on-site training.
Self-owned start-up utilizing NFC technology and Bluetooth beacons creating Geo-fencing for medical institutes among other endless implementation options (life saving, electricity infrastructure, communication cabling,museums,army etc..)
Established a new sales and pre-sales support center including an internal CRM system. Support technical and pricing related inquiries (RFI\RFQs) Generated quotes for different scenarios i.e. upgrade, expansions, new systems in all product lines of business which increased sales to the SMB market by 30% Interfaced with : R&D, QA, Product management , logistics, services, all customer support tiers, installation help desk, marketing, technical writers and training.
Manage 24x7x365 Tier2 Engineers Provide Tier 2 level customer support Primary customer support contact Work directly with customer technical teams during integration and provide ongoing technical support and workaround till R&D can provide a long-term solution Work with Tier3 and Tier4 on customer escalations. Defined customer support workflows and on-site debugging procedures Wrote support procedures Managed the team’s SLAs and KPIs, annual review and evaluations Met with customers face to face on a regular basis to discuss on-going issues and manage escalations. Interfaces with higher tiers, R&D, product managers, technical writers, QA, customers, business partners, C-level management on customer side. Frequently flying to meetings, 1-2 per quarter.
Global role Supported all customers and business partners experiencing faults with the different NICE products with a main focus on CTI and telephony areas. Very frequent flights (Globally) to assist with local faults and support complex installations locally.