Richard Jan

Technical Support Team Leader at Raydiant
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Contact Information
us****@****om
(386) 825-5501
Location
Vilnius, Vilniaus, Lithuania, LT
Languages
  • Start-Ups Professional working proficiency
  • Cyber Security Full professional proficiency
  • Digital Experiences Professional working proficiency
  • Artificial Intelligence Professional working proficiency
  • English Native or bilingual proficiency
  • Lithuanian Native or bilingual proficiency
  • Customer Support Native or bilingual proficiency
  • Blockchain Professional working proficiency
  • Internet Native or bilingual proficiency

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5.0

/5.0
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Darjuš Orlovski

I had the privilege of working with Richard in the customer support field. He is a great, professional colleague, who has time and time again proven his expertise as a master communicator, a valuable team member, and an adept problem solver. Richard's commitment, to providing customer support was second to none. He consistently demonstrated an understanding of our products and a continuous drive for improvement, both in terms of his personal knowledge and for the team at large. Another notable quality that sets Richard apart is his teamwork skills. He is consistently able to collaborate effectively and find solutions to any challenge, always relying on his communication abilities, accumulated knowledge, and most importantly, - an infectiously positive attitude. Richard's friendly, professional, and patient demeanor shines through in all his interactions whether with customers or colleagues. He remains approachable in high-pressure situations ready to assist and share his expertise. He consistently upholds the standards of integrity and reliability while surpassing expectations set for him and his team. I wholeheartedly endorse Richard for any employer or collaborator, in any field because I genuinely believe he can bring value wherever he chooses to contribute.

Courtney Marsh

I had the pleasure of working closely with Richard on our Support team for a year, during which time I had the opportunity to witness his outstanding qualities firsthand. Richard is a remarkable individual who consistently demonstrated his dedication, commitment, and potential. Richard's eagerness to learn was evident from day one. He approached his work with enthusiasm, always willing to take on new challenges and responsibilities. His ability to take ownership of projects and assignments was truly impressive, and he consistently delivered high-quality results. One of the standout achievements during Richard's time on the team was his involvement in training the new hires that came after him as we scaled the team. His deep understanding of our processes and his ability to convey this knowledge to others made him an invaluable asset. Richard's willingness to help others succeed exemplified his genuine and loyal nature. What sets Richard apart is not just his professional competence, but also his unwavering commitment and drive to excel in everything he takes on. I have no doubt that Richard has a bright future ahead, and I wholeheartedly recommend him for any endeavor he chooses to pursue. He has my highest recommendation.

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Credentials

  • Leading People and Teams Specialization
    Coursera
    Feb, 2022
    - Nov, 2024
  • Customer Success Manager (CSM) Elite
    Udemy
    Mar, 2021
    - Nov, 2024
  • Customer Success Manager: Fundamentals to CSM
    Udemy
    Mar, 2021
    - Nov, 2024
  • Customer Success: Reducing Churn and Increasing Retention
    Udemy
    Mar, 2021
    - Nov, 2024
  • Managing & Influencing Your Virtual Team
    Udemy
    Feb, 2021
    - Nov, 2024

Experience

    • United States
    • Software Development
    • 1 - 100 Employee
    • Technical Support Team Leader
      • Feb 2023 - Present

      Digital Signage | Experience Management | Artificial Intelligence | Lift & Learn | SaaS | Start-Up | US• Establishing project workflow and meeting set deadlines, delegating work/responsibilities, and reporting on project progress.• Ensuring the attainment of support SLAs is achieved with high customer satisfaction.• Establishing and adhering to customer support case management practices, including meeting defined SLAs.• Reporting on support ticket metrics, business impact, customer impact, and team performance to the leadership team. Reporting directly to the Director of Support.• Identifying technical issues, suggesting product enhancements, and communicating and escalating them internally and externally.• Creating and maintaining internal and external-facing documentation and reference materials for troubleshooting and product support and tutorials.• Being on-call as needed to guarantee customer SLAs and expectations.• Partnering with Sales, Customer Success, Engineering, and Product teams to represent the voice of the customer.• Training new colleagues on Raydiant and partner products to ensure their ability to be successful in their roles.• Facilitated the strategic acquisition of companies, products, and technologies that closely align with Raydiant's primary objectives and strategic vision, while remaining vigilant of emerging market trends and opportunities for growth (previously known as Hoopla (Digital Experiences), Perch (Lift & Learn), Sightcorp (Artificial Intelligence)).Our clients include the top QSRs, 3 of the top 10 CPGs, 3 of the top 20 retailers, etc. as we look to enhance the physical world. We make physical world deployment easy and unlock the power of data and consumer engagement. Show less

    • Senior Technical Support Specialist
      • Oct 2021 - Feb 2023

      Digital Signage | Experience Management | Artificial Intelligence | Lift & Learn | SaaS | Start-Up | US• Processing Technical, Billing, Operations, and Engineering Requests via multiple channels feeding into the ticketing system.• Taking a high degree of initiative in creating and leading projects & processing and continuously improving Internal/External Documentation on a variety of procedures & guides (new hire training plan/macros/internal & external facing knowledge base articles).• Providing effective and efficient training/mentorship for the new hires in the Customer Support Team while continuously improving the coaching process and procedures, and adaptability for the individual.• Participating in the hiring process by interviewing potential new hires for the Customer Support Team and providing insightful feedback.• Completing RMA requests, Contract & Invoice amendments, and processing/refunding Payments (Salesforce CPQ).• Performed User Acceptance Testing during a ticketing system migration (Zendesk -> Salesforce).• Performing QA (Quality Assurance) of SDLC (Software Development Lifecycle) for one of Raydiant's products Perch (Artificial Intelligence), conforming to the overall and scope-agreed expectations.• Successfully led a Customer Support Quality Assurance program creation and implementation project.• Assuring the CS Quality by evaluating the Customer Support Specialist's interactions and providing feedback.• Led the Customer Support Team during my shift (assistance, task delegation for efficiency/effectiveness).• Facilitated the strategic acquisition of companies, products, and technologies that closely align with Raydiant's primary objectives and strategic vision, while remaining vigilant of emerging market trends and opportunities for growth (previously known as Hoopla (Digital Experiences), Perch (Lift & Learn), Sightcorp (Artificial Intelligence)).Our clients include the top QSRs, 3 of the top 10 CPGs, 3 of the top 20 retailers, etc. Show less

    • United States
    • Software Development
    • 300 - 400 Employee
    • Technical Support Specialist
      • May 2019 - Oct 2021

      Point of Sale System | iPad POS | Payment Processing | SaaS | US • Handling a high volume of client support requests of Software, Hardware, and Networking requests via phone, email, and web from all over the world. • Handling Operations, Billing, and Payment Processor requests, and working with internal teams to process requests. • Understanding and exceeding the main customer needs, and expectations and assisting them to achieve resolution in an urgent and professional manner. • Top performer by meeting and exceeding the Customer Support KPIs while working on-site and remotely for 1.5 Years. • Knowledge & Experience with work instruments such as Zendesk & Salesforce, Atlassian JIRA, Slack, Jive, Cisco Finesse, and Meraki Dashboard. Show less

    • Lithuania
    • Real Estate
    • 1 - 100 Employee
    • Real Estate Sales Representative
      • Dec 2018 - Jan 2020

      Real Estate | Sales | Customer Support & Relationships | EU • Acted as a Real Estate Representative at Capital Real Estate, facilitating seamless property transactions from search to finalization, while prioritizing client satisfaction and fostering strong relationships. • Conducted thorough market analysis, offering clients valuable insights and expert advice on property investments and market trends. • Developed and executed effective marketing strategies to promote properties and attract potential buyers and tenants through various channels. • Skillfully negotiated deals on behalf of clients, ensuring favorable terms and outcomes for all parties involved. • Ensured all legal and documentation aspects of property transactions were accurately prepared and compliant with regulations. • Provided ongoing support and assistance to clients throughout the property buying, selling, or renting process. • Expanded professional network within the real estate industry, establishing valuable connections and exploring new opportunities. • Maintained continuous learning to stay updated on industry best practices and market trends. Show less

Education

  • Vilniaus universitetas / Vilnius University
    Bachelor's degree, Information Systems and Cyber Security
    2018 - 2019
  • Vilniaus Kolegija/University of Applied Sciences
    Bachelor's degree, International Business/Trade/Commerce
    2020 - 2025

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