Remi A.

Senior Product Support Specialist @Acumatica

Montreal, QC, CA

Provided direct technical mentoring and consulting to partners and customers, while serving as a client advocate to resolve complex issues and enhance application functionality and processes.• Provided second-level direct support to partners and customers by responding promptly to inquiries within established Service Level Agreement objectives.• Troubleshooted and analyzed application-related issues, solving problems over phone/chat and web meetings. Established and maintained positive and professional relationships with clients and partners. Analyzed customer\'s business and technical requirements and delivered appropriate solutions.• Managed client technical service requests. Ensured timely resolution of customer issues, escalating when necessary. Ensured clients received responses to phone/online requests within service level response times, as specified per contractual agreements and in service delivery plans.• Communicated proactively with accounts regarding product and program information, supportability issues, and strategic product plans where appropriate. Participated in client meetings and work collaboratively with the sales team to uncover and pursue upsell opportunities. • Used Acumatica CRM application to properly reproduce and document client inquiries and reported problems and provided feedback to Acumatica’s R&D and Professional Services & Consulting departments.• Shared best practices with team members to enhance the quality and efficiency of client support. Created Knowledge Base articles for repetitive issues.• Participated in individual or team projects, as needed, to expand client support offerings. Documented client inquiries and reported problems and provided feedback to Acumatica’s Engineering.• Collaborated with other cross-functional team members to discuss customer issues and resolutions, and to share best practices.

Oxford Brookes University

Bachelor of Science - BS, Applied Accounting

Babcock University, Ilishan-Remo, Nigeria

Bachelor of Science - BS, Computer Science (Information Systems)