Matthew Torr

Product Support @Pharmaseal

Oversee Pharmaseal’s Support and Service Desk operations, ensuring prompt and effective resolution of 1st and 2nd Line support tickets while delivering exceptional client service.* Lead the setup, configuration, and ongoing management of the SDMS Zoho Desk platform to optimise support workflows and enhance service delivery.* Develop, maintain, and continuously improve essential documentation-including Pharmaseal’s Knowledge Base-by leveraging Ruby on Rails for application development and Asci Desk for documentation management, empowering both clients and internal teams.* Collaborate closely with customers and the product owner to drive the ongoing development of Pharmaseal’s industry-leading products, ensuring evolving customer needs are understood and met.* Leverage key product metrics-such as feature adoption, customer satisfaction, and support trends to identify areas for improvement and provide actionable insights to the development team, supporting data-driven product enhancements and innovation.* Committed to continuous improvement by actively expanding my expertise in multiple programming languages-including Ruby, Python, and SQL as well as deepening my knowledge of the AWS cloud platform.* Pursuing ongoing training and certifications to stay current with industry best practices and to further enhance the value I bring to Pharmaseal and its clients.