Hendrik Latsch

As a Customer Support and Success Rep. I provided technical, advanced technical, billing and account support to either single users or small, mid and enterprise sized businesses around the globe. Within my time in the CSS Team of Nitro Inc., I was able to highly improve my self-efficiency, technical troubleshooting skills, soft skills and gain very advanced knowledge of our products, Nitro Pro / Nitro Cloud / Nitro Reader.

I handled advanced and complex customer support issues and deal with sensitive legal issues and press contacts. I have also been extremely involved in the area of Localisation and have worked closely with Project Management and Localisation Departments in Europe to streamline communications between all departments and make information more readily available. I am very proud to have personally helped to improve the connection between Bethesda in London, Frankfurt and ZeniMax Ireland.

As one of the first agents to start at Zenimax Ireland, I was in charge of providing world class Beta support for The Elder Scrolls Online in account, billing, ingame, technical, user experience, community and forum as well as being strongly involved in the onboarding of new staff, the creation of Knowledge Base Articles, the translation of existing information from English to German, the creation of mass replies and much more.

My job at Concentrix was my first insight in the gaming industry and also the place I gathered my first high volume inbound call center experience. Being a Tier 1 Agent I handled billing, technical, account and fraud tickets and was also dealing with warranty replacements and terms of service violations.