Technical Solutions Revamp for Improved Client Experience
Zee Perez Canals
Drawing from my experience at my previous company, where I successfully initiated and defined the role of Technical Solutions Specialist and led a global team, I specialize in creating and implementing processes that enhance client experience. I streamlined technical support workflows, developed training programs, and bridged gaps between technical and non-technical teams to drive efficiency and deliver measurable results.
Below is a high-level overview of the process of defining a new role to building a global team.
Deliverables:
Clearly defined roles and responsibilities for the technical support team.
Seamless workflows for technical account management and issue resolution.
Training programs and comprehensive technical documentation.
Automated tools and processes, such as those used for chargeback submissions.
Ongoing performance metrics and process optimization reports.
Objective:
To revamp technical support processes to enhance client experience, optimize team workflows, and improve collaboration between technical and non-technical stakeholders.
Key Phases:
1. Role Definition and Strategic Planning
Establish the foundation for the technical solutions role and future team by clearly defining roles and goals.
Initiatives:
Initiate and define the role of Technical Solutions Specialist, including key responsibilities and objectives.
Analyze current support processes to identify inefficiencies and gaps.
Develop a strategy to align technical account management with client and internal needs.
2. Process Design and Integration
Create and implement seamless workflows to improve client support and internal collaboration.
Initiatives:
Design processes for efficient data and integration issue resolution.
Collaborate with development and product teams to integrate technical workflows with product roadmaps.
Build workflows for automated processes, drawing from exiting processes and establishing new ones based on added responsibilities to the role.
3. Team Structure and Training
Build a high-performing technical solutions team and equip them with the skills and resources needed to succeed.
Initiatives:
Structure the technical solutions team to optimize roles and responsibilities.
Develop and deliver training programs focused on product knowledge and process adoption.
Utilize lessons from leading integration initiatives to streamline team understanding of complex systems.
4. Implementation and Documentation
Roll out new processes and provide detailed documentation for team and client use.
Initiatives:
Lead full-cycle implementation of revamped workflows and automated tools.
Create essential technical documentation to bridge knowledge gaps between technical and non-technical stakeholders.
Facilitate smooth adoption of new systems through team and client guidance.
5. Monitoring, Optimization, and Support (Ongoing)
Ensure sustained improvement in technical support processes and client satisfaction.
Initiatives:
Monitor data health and technical support performance metrics.
Collect client and team feedback to identify areas for further optimization.
Provide ongoing support to maintain alignment with evolving client needs and internal goals.
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Posted Jan 1, 2025
Overhauled the technical support system of an international public company, enhancing customer satisfaction through personalized service solutions.
