Roger Mukai
- Role
- Technical Support Engineer at Reltio
- Location
- Charlotte, NC, US
- LinkedIn followers
- 500 followers
About Roger Mukai
Senior Customer Engineer | Reltio I’m a builder, a fixer, and a connector. With…
Experience
Technical Support Engineer
Oct 2022 — Present
Reltio is a cloud-native Master Data Management service provider. As a Level-2 Engineer in the Customer Engineering department at Reltio since October 2022, I\'ve been integral in enhancing our technical support and customer service. My daily responsibilities include drafting technical documents to address common issues and their solutions, fostering best practices within the team, staying updated with new product features, and resolving customer technical issues via the Zendesk support platform. However, my role goes beyond these routine tasks. I also assist management in maintaining our team\'s PagerDuty schedule and escalation policies, serving as the key contact in weekly meetings with our partner, Loqate, to review and escalate issues. My focused efforts have resulted in a 30% decrease in the number of Loqate support cases in the last year compared to previous years. In addition, I closely collaborate with the Product Manager for our cleansing service to spearhead new initiatives and prioritize issues, striving for continuous improvement in our operations and customer support.
Education
Tech Talent South
Web Development
2018 — 2018
University of Montana
N/A, Anthropology
2012 — 2014
Cary High
Diploma, General Education
2007 — 2011
Wake Technical Community College
Associates, Science
2011 — 2011
Skills
- Risk Assessment
- Marketing Strategy
- Event Management
- Management
- Data Analysis
- Project Planning
- Team Leadership
- Public Relations
- Public Speaking
- Team Building
- Big-Picture Thinking
- Social Media
- Corporate Identity
- Program Management
- Customer Service
- Strategic Thinking
- Team Training
- Analytics
- Leadership
- Creative Solutions
- Operations Audit
- Artifact Curation
- Policy
- Training
- Social Networking
- Business Continuity
- Solutions Design
- Research
- Marketing
- Marketing Communications
- Leadership Development
- Organizational Development
- Nonprofits
- New Business Development
- Inventory Management
- Microsoft Office
- Event Planning
- Time Management
- Thinking Outside the Box
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