Samuel Grosjean
Product Support Specialist
London
Summary
Experienced Product Support Specialist with strong attention to detail, offering over 3 years of expertise in SaaS environments. Skilled in providing technical support, advocating for users, and conducting data analysis using tools like Tableau and Excel. Currently seeking a hybrid role in London to capitalize on exceptional problem-solving abilities and unwavering dedication to ensuring customer satisfaction, ultimately enhancing user experiences.
Overview
6
6
years of professional experience
2017
2017
years of post-secondary education
2
2
Languages
Work History
Product Support Specialist
Wix Ireland
01.2022 - Current
- Company Overview: SaaS, website creation founded in Israel
- Act as the primary escalation point for advanced and complex issues related to three core tools: Content Management System (CMS), Site Performance, and Responsivity, while serving as a secondary escalation point for over 10 additional tools to enhance overall service delivery
- Develop and generate comprehensive monthly reports utilizing Tableau and Excel to monitor progress, identify areas for improvement, and enhance visibility for leadership, showcasing a strong command of advanced Excel functionalities to create intricate and automated interlinked reports
- Design and implement training materials and new support workflows that expedited user response times, achieving a reduction from 48 hours to below 24 hours and resulting in a 5% improvement in customer satisfaction
- Facilitate effective communication and collaboration with multiple departments and stakeholders, including Product Managers, Developers, Sales teams, and Group Managers, to prioritise development needs and advocate for user requirements through tools such as JIRA, Slack, and email
- SaaS, website creation founded in Israel
French Customer Care Expert
Wix Ireland
08.2020 - 01.2022
- Company Overview: SaaS, website creation founded in Israel
- Provided expert support to customers on over 60 different tools, addressing a wide range of issues from billing inquiries to complex site-building challenges through phone, chat, and email
- Developed advanced troubleshooting skills and assisted fellow agents with complex issues while managing multiple side projects and responding to user queries effectively
- Led the training of new agents by creating engaging training materials, assessments, and conducting interactive Q&A sessions to enhance their troubleshooting capabilities across various tools
- SaaS, website creation founded in Israel
Production Supervisor
Artizan Food Co
06.2019 - 01.2020
- Company Overview: Irish Catering Company
- Managed procurement for the catering division, successfully overseeing the ordering of over €35,000 worth of food and supplies weekly
- Implemented innovative stock management strategies that optimized inventory requirements and minimized waste, resulting in budget adherence and near-total elimination of excess stock
- Liaised effectively with four production teams and over ten suppliers, resolving daily production and supply challenges through quick thinking and resourcefulness
- Developed new tools using Excel to streamline the ordering process, resulting in a 25% increase in operational efficiency
- Irish Catering Company
Education
Bachelor Degree - Catering And Hospitality Management
Avignon University
Catering And Hospitality Management - undefined
St-Mary's University
Skills
Multitasking & Prioritizing
User Advocacy & Technical Support
Advanced Excel & Data Reporting (Tableau)
Troubleshooting & Problem-Solving
Basic CSS/HTML/JavaScript & SQL Knowledge
Strong Communication & Team Collaboration
Passions
- Reading
- Running
- Cooking
- Self-improvement
Timeline
Product Support Specialist
Wix Ireland
01.2022 - Current
French Customer Care Expert
Wix Ireland
08.2020 - 01.2022
Production Supervisor
Artizan Food Co
06.2019 - 01.2020
Catering And Hospitality Management - undefined
St-Mary's University
Bachelor Degree - Catering And Hospitality Management
Avignon University