Assisting call center personnel with resolution of difficult cases:
Assess call center activity, identify opportunities for improved performance, prepare troubleshooting trees and other call center training materials, train call center associates in new/improved troubleshooting methods.
Assess call center activity, identify patterns of customer issues, organize and lead cross functional teams to investigate and mitigate root causes of top issues.
Technical Documentation and Customer Self Help Resources:
Prepare online help documentation and troubleshooting widgets for new product and feature introductions.
Enhance self-help resources in response to identified call center activity patterns
Maintain, enhance, and moderate customer user forum.
Prioritize and advocate for resolution of customer facing issues.
Act as the "voice of the customer" and the "voice of the support organization" within new product development teams and activities to ensure reliability, robustness, and supportability are properly considered and vetted throughout the development process.
Conduct field trials of new products and features, collect customer feedback, and drive resolution/improvements prior to launch as appropriate.