Mateusz Kochanowicz
Customer Support Engineer @Gearset
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WORK HISTORY
Customer Support Engineer @Gearset
Cambridge, GB
My job at Gearset incorporates a blend of two roles that play key part in every business\' success in the tech industry - Customer Support Enginner & Documentation Specialist.I help B2B clients to become successful in adopting DevOps best practices - this often includes adopting, scaling and maintaining functional CI/CD and Pipeline workflows. I provide consultative advice and advanced technical support with a breakdown on the following topics/features:• Metadata deployments (via Salesforce metadata API)• Adoption of CI/CD in Gearset Pipelines + branching strategy• Version Control Systems (VCSs) in Salesforce DevOps• Data Backup + Sandbox Seeding (data deployments) • Support on Vlocity (Salesforce Industries) migration • Coaching and guiding new support engineers in the team• Supporting new B2B clients adopting Gearset software solutions 50% of my time is dedicated to leading the documentation project:• Identifying areas of improvements in the Help Centre. • Technical writing - external documentation. I work closely with varios teams across Gearset: Product Managers, Developers, Engineering Team Leaders as well as DevOps Architects and Sales Engineers.• Delegation of documentation tasks across the Customer Support Engineering team.• Proofreading, identifying, updating and improving existing articles. • Project planning and management.• Achievements: I wrote 100 articles for Gearset\'s Help Centre, which accounts for 10.35% of Gearset\'s public facing documentation (966 docs in total).Personal Customer Satisfaction (CSAT) score and KPIs:20•••78% CSAT; 690+(customer issues solved) 20••••51% CSAT, 1300+20••••07% CSAT, 700+Experience with software such as: Salesforce, Version Control Systems (primarily GitHub, Azure DevOps, Bitbucket, GitLab), Git, VS Code, Intercom, Notion, Jira, Papertrail and Honeycomb (troubleshooting and debugging tools).
EDUCATION
Cambridge Regional College
BTEC National Diploma Level 3 in Travel & Tourism, NCFE Level 2 Introduction to Cabin Crew
Hills Road Sixth Form College, Cambridge
Portuguese Improvers, Portuguese Beginners Level 3
Cambridge Regional College
First Certificate in English (FCE), ESOL Level 1
Technikum nr 8, Przemyśl, Poland
IT Specialist, Information Technology Faculty
Gimnazjum nr 3, Przemyśl, Poland
Humanistic-Journalism Faculty (academically-oriented secondary school)
ABOUT MATEUSZ KOCHANOWICZ
Customer Success Engineer and Technical Support professional. Experienced in various Customer Service roles where I developed skills that allow me to provide excellent support while maintaining stong B2C and B2B relationships - this essentially leads to an increase in customer retention, satisfaction, trust, loyalty, and naturally transitions into contributions to the overall increase in sales and lead/opportunity generation.I\'m a person with various transferable skills, such as an analytical mind, positive can-do attitude with customer-centric and solution oriented approach. I have an aptitude for writing technical documentation, and in my current role at Gearset I\'m utilising my skills to coordinate the expansion and continuous improvement of our Help Centre\'s support articles:https://docs.gearset.com/en/Interested in seeing a sample of my work (technical writing)? Get in touch!In my previous 3 out of 4 roles (one related to Customer Service, and two other more technical support oriented) I\'ve made an impact through the implementation of improvements in customer service/support processes. I helped the teams I worked as part of to become more efficient at handling and resolving customer issues, delivering solutions more efficiently, and improving troubleshooting techniques; aspects that directly influenced an increase in customer satisfaction scores (CSAT). I have broad knowledge on industries such as Salesforce, DevOps and Travel & Tourism (including accommodation sector, travel planning, budget management), and I\'m experienced in B2C and B2B service delivery and engineering level of technical support. In my free time I am an enthiusiast photographer who enjoys travelling, football, fitness and foreign languages.
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