Austin Lowe

• Promptly address support tickets according to priority, provide accurate solutions and a high level of customer satisfaction.
• Co-operate with cross-functional teams to resolve complex problems, ensuring seamless system operations for customers.
• Streamline support processes by creating detailed documentation and knowledge base articles for common issues. Enabling us to perform quick turn around times for customers.
• Assist in developing training programs and documentation, fostering increased adoption rates and overall customer satisfaction.
• Collaborate closely with internal development teams to test (with a customer mindset) and rollout software patches, while ensuring clear communication and seamless updates for customers.
• Develop strong relationships with key customers, acting as their primary point of contact for all concerns. Providing us with valuable insight into customer requirements and the needs of the business.
• Manage multiple projects simultaneously, staying organized and meeting deadlines consistently, while ensuring that customers are continually supported to a high level.

This role was over and above my last role as a Support Engineer

• Collaborate with cross-functional teams to develop training program for site Business Trainers, while acting as their key project contact for all queries. Ensure they were skilled to a level that would support customer engagement and satisfaction with new systems and processes.
• Lead and co-ordinate on site deployment team activities, such as implementation, training and support. Whilst participating in on call support roster.
• Foster open, empathetic and supportive communication with all customers to ensure any query or concern was raised and resolved in a timely manner.
• Oversee issue register to ensure all issues were captured, prioritised and resolved according to the customer and business needs. Also used to reflect before the next deployment, to understand what we can learn and/or improve.

• Plan monthly production targets, packaging and ingredients. Monitor daily and adjust to meet business targets.
• Communicate production plans clearly to ensure contingency plans are understood, executed and/or escalated effectively.
• Inspect incoming ingredients, perform quality control checks and approve for production.
• Process incoming ingredients and packaging in our systems and carry out regular stock takes with high accuracy. Investigate and resolve any discrepancies.
• Liaise between our suppliers and our staff. Ensuring issues are raised and addressed in a timely manner.
• Attend key daily meetings to encourage safe, open and robust conversations around healthy and safe people. Review business targets for the last 24hrs, understand any targets off track and actively participate in solutions.
• Evaluate daily packing plant activities and critical compliance checks to ensure processes are carried out to a high standard.