Andre Schifferdecker

• Responsible for Enterprise and On-Premises customer • Consulting customers on improving business processes • Explore upsell potential by identifying new use cases in close collaboration with Sales • Onboarding of new customer • Retention and winback of customer • Personal consulting, including answering questions about the product and providing technical support • Develop and maintain a customer success plan for each customer • Planning and providing product training internal and external

Previously Citrix Online - merged with LogMeIn. The job titles were adjusted during the Merge, but nothing was changed in terms of work. • Technical, international L2 and L3 support and consulting for various SaaS products • Single point of contact for support requests from Enterprise customers • Planning and providing product, process, and technical training for new employees and team members • Single point of contact from Customer Care for Product Management, Development and Sales

Previously Netviewer AG - aquired by Citrix Online a Citrix Systems company The same tasks as described in the job description above at LogMeIn for the Product Support Specialist - Senior Global Customer Support Specialist International role.

In addition to the tasks of the Technical Support Specialist International role, I also did the following tasks: • Preparation of Service Level Agreements for Enterprise customers, as well as Operational Level Agreements internally • Conducting product training for enterprise customers • Creation of multilingual product documentation • Creation of the personnel plan and scheduling of working hours • Representation of the department manager during his absence and assisted in job interviews.

• Technical customer support by phone, e-mail, chat and remote access in German and English • Problem analysis and resolution for SaaS and On Premises systems • Planning and implementing internal training for innovations in Netviewer products • Consulting services for customers in cooperation with sales manager • Integration of server and client software in the customer's infrastructure of the customer Monitoring and maintenance of Netviewer Server Systems

User Help Desk und Netzwerkadministration

Netzwerktechnik, Hard- und Software, BWL, Programmieren...