Experience

• 

  Ecoplant

  • Support Manager

    • Feb 2024 - Present

• 

  PandoLogic

  • United States
  • IT Services and IT Consulting
  • 100 - 200 Employee

  • Director of Professional Services

    • Jan 2020 - Feb 2024

  • Professional Services and Third-Tier Support Engineer

    • Mar 2015 - Jan 2020

    • Provided guidance and transferred knowledge to Tier 1 and Tier 2• Was the focal point for all technical and functional issues• Helped with the onboarding of new partners such us “New York Times” and the “Tribune” group in US.• Understood partner needs and adjusted the partners settings according to those needs and requirements.• Assisted the Account Managers to understand partners needs and found the best way to resolve heir problems.• Work with QA, R&D and Product Management to promote product problems resolution according to the partners business needs and SLA.• Documented all case details, investigations and resolution.• As part of the documentation I created an FAQ document to for internal use to

• 

  Magic Software Enterprises

  • United States
  • Software Development
  • 400 - 500 Employee

  • International technical support team leader at Magic Software Enterprises

    • Feb 2008 - Mar 2015

    • Focal point for all technical and functional issues regarding the product• Ensure highest satisfaction level of the customers, such as Banks, government offices, public companies and software development providers• Communicating with QA, R&D and Product Management in order to promote product problems resolutions according to the customers business needs.• Working closely with Sales and local Professional Services teams.• Helping different branches of the company with customer care and lead generation.• Understand the business needs of the customers and the imprtance of the different problems / missing functionality • Priorities the different problems according to the customers needs and their affect on the business.• Responsible for Service Level agreement (SLA) commitment to customers.• Documenting all case details, investigation and resolution • On-site training for customer IT and Engineering.• On-site Consulting and Support services.• Managing company’s knowledge-base of the product for internal and external customers, and help the technical writers to write the product documentation• Train new employees.• Guiding support engineers on complex and overlong cases.• Prioritize daily missions/cases of the team members; manage escalations and critical cases/accounts• Responsible for the design and development of the company’s new support management system (based on Salesforce).

  • Product manager

    • Jun 2006 - Sep 2010

    • Wrote MRDs & PRDs for the product.• Communicating with QA, R&D, Documentation, Support and Marketing.• Prioritizing defects handling.• Server side as well as UI design.

  • International technical support team member

    • Nov 2004 - Jun 2006

    • Worked with customers to ensure highest satisfaction level• Email, phone and remote sessions for assisting customers in solving technical issues.• Documented all case details, investigation and resolution • Communicated with QC & Product Management in order to bring to product problems resolutions • Created knowledge units for the knowledge-base • Conducted Training courses • Provided consulting services – on-site support