Alex Duffey

Background

About Alex Duffey

With over 10 years of work experience in the creative technology industry, I am a passionate and versatile Sr. Technical Analyst at Wacom Americas, the world's leading manufacturer of pen tablets, interactive pen displays, and digital interface solutions. My core competencies include Zendesk administration, product management, html email campaigns and global knowledgebase management. I am driven by Wacom's mission of empowering artists, designers, and educators with innovative tools and resources that enhance their creativity and productivity. I bring a different perspectives and experiences to the team, as I have trained and lead support agents across different regions and languages. As a Sr. Technical Analyst, I am responsible for the administration, customization, and content of Wacom's global knowledgebase system and support ticketing system within Zendesk. I also create and manage global processes for knowledgebase content, including internal and external (customer-facing) content, and translations in 13 languages. Additionally, I provide technical direction and consulting to product development teams, customer support teams, sales team and engineering team. I also perform HTML design work for customer facing Estore and transactional emails through Magento and Act-on. Some of the skills that I use daily are Voice of the Customer, Leadership, and Analytical Skills. I am always eager to learn new technologies and best practices that can improve the customer experience and satisfaction.