Product Manager / Owner / Second Line of Technical Support Engineer / First Line of Technical Support Engineer within a company that helps the world easily start, confidently grow, and successfully run an online presence.
Product Manager / Owner(07/2014 – Present).
Managing 2 projects with up to 18 direct reports.
In charge of daily, weekly planning of operations by organizing and coordinating the teams to ensure on time service delivery against goals.
Establishing team and individual KPIs and monitoring of existing KPIs against business goals.
Performing metrics management and defining plans for reaching and improving metrics.
In charge of people and performance management.
Creating documentation for projects.
Performing appropriate data analysis, adoption of technology solutions and process improvements to achieve business goals.
Responsible for product planning and execution throughout the product lifecycle, including: gathering and prioritizing product and customer requirements, defining the product vision, and working closely with the IT, sales, marketing and support departments to ensure customer satisfaction goals are met.
Checking that all processes are going on as per rules and regulations.
Coordinating PHP teams and being actively engaged with the teams.
Coordinating with the designing team for the designing and improvement of the products.
Working closely with key stakeholders throughout the organization and beyond.
Focused on making and keeping the product a success by ensuring that it offers a strong value proposition to the customers and users and that it creates the desired business benefits.
Creating the product strategy, developing the product roadmap and managing the stakeholders.
Managing the product backlog, writing user stories, and working with the development team.
Getting details level of requirement from stakeholders or customers.
Building and maintaining a relationship with the Stakeholders.
Educating team in the business domain.
For every sprint: updating the working agreement, the event log, the Impediments Backlog, the Improvement, Release Burndown, Backlog and the Bugs Backlog.
Contributing on defining the Definition of Done and the Definition of Ready.
Implementing a zero bug policy.
Facilitating team escalations.
Second Line Technical Support Engineer (05/2012 – 07/2014).
Installing SSL certificates for our cloud server clients.
Resolving escalations received from the first line of support.
Contacting the business clients directly to resolve their problem with priority.
Working as a team to achieve collective goals.
Basic coding HTML / CSS for website builder and hostingclients.
Editing images in Photoshop.
Tracking tasks and communicating with colleagues using team project management tools.
Creating bugs and performing regression testing when bugs are resolved.
Assisting with the optimization of the clients websites.
Specializing on E-commerce issues.
Working productively while maintaining exceptional quality standards.
Delivering exceptional support to our customers.
First Line Technical Support Engineer (06/2011 - 05/2012).
First point of contact for our customers via chat or tickets.
Understanding their issue and attempt resolving it.
Escalating to the proper team.
Actively liaise with customers to ensure they are kept up to date regarding their query.
Ensuring documentation of any investigation and follow-up.
Offering support on tickets and chat to HEG customers.
Helping them to resolve their technical support problems: Domain names, DNS, Web hosting, E-mail, Account admin & billing, Cloud Servers, SSL Certificates.
Advising online new potential clients to share which of our products and services will suit their needs better.
Using HEG CRM to track all customers history.
Escalating problems to second level support.
Answering customers technical support issues through our CRM.
Working closely with our colleagues to identify and raise issues to improve customer satisfaction and experience.
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