Marware

In July 2006 I went to work for Marware as the Customer Support Manager, where I manage both their Customer Service and Technical Support staff and resources. Marware is located in Hollywood, FL but I work remotely for the company from my home in Las Vegas, NV. Marware subscribes to all of the latest technologies which makes telecommuniting possible including an ecommerce web site, a web based CRM and ordering system, an online product discussion forum, VPN tunneling to the local network on X Servers as well as VOIP and video conferencing.

Marware has two distinct product lines; they manufacture and sell accessories and cases for the Apple market focusing on Apple laptops, iPods and iPhones and they develop software; Project X, project management software, also for the Mac.

The following is a partial list of my accoplishments and responsibilites as the Customer Support Manager for Marware.

• Managed Customer Support operation including staff and resources for Customer Service and Technical Support.
• Administrator of Customer Support’s web hosted CRM
• Administrator of the Project X online support resources and product discussion forums.
• Developed processes and procedures and created the department procedures manual.
• Developed the company's knowledgebase and FAQs for ProjectX technical support as well as customer service articles for the accessory side of the business. Wrote numerous articles on ProjectX.
• Proofed marketing material, product manuals and technical documentation.
• Generated department reports.
• Handled technical support and customer service escalations from small and large clients.
• Beta Tested ProjectX. Logged over 200 bug reports in six month period and provided feedback on product performance and made suggestions for new features and improvements.
• Interviewed, mentored and trained staff.