Marc Christoph

Customer Support Specialist @Trayt Health

Was the primary support member for all system platforms. Worked the ticket queue including triaging and ensuring timely responses to users. Managed Tier 1 and Tier 2 tickets as well as Escalations and maintained a 99% CSAT rating. Became SME on core functionality of products. Built out and established Support systems including Zendesk and associated workflows as well as Support processes such as bug and enhancement routings. Interfaced with customers to capture defects, improvement opportunities, and product enhancement requests. Acted as liaison between Support and technical teams - relayed bugs and feature requests to Product and Engineering through JIRA tickets and regular meetings to review trends. Drove customer support processes and workflows. Developed dashboards and reporting using Zendesk Explore and worked with internal data teams to pull usage and activity stats to compare usage to ticket volumes. Wrote FAQs and walkthroughs on our internal help center. Performed company wide training on Support processes. Traveled to San Francisco office to work directly with business stakeholders. Hired second support agent based in Texas as a direct hire, expanding our existing support team increasing available support hours.