Ian Simpson

Background

About Ian Simpson

I started with Maxwell in 2007 as a Customer Support Technician for their Construction Accounting software’s. I maintained a high-level customer satisfaction score from case survey results, and supported 5 out of the 7 products at a high level. I also helped with interviewing, training, and coaching of new hires with maintaining a low turnover rate. I became Team Lead in 2010 and worked directly under the support manager. I started creating the weekly Support schedule for 36 techs in 4 different offices. To ensure proper coverage with incoming channels, Emails, Chats, Web cases, and phone calls. As well as making sure Sr. level techs were available for critical issues that required a two hour turnaround time on resolution. Following KPI reports to forecast incoming channels and ensuring techs are focusing on the correct goal. In February of 2012 I took over the Support Manager role and started with 9 techs that reported directly to me. Approved timecards, paid time off requests, bi-weekly reviews, an annual reviews for increase in merit. I reported to the director of customer service, and worked closely with him to help change the culture in support. Same day cases close increased from an average 68% to 75% in two years. Customer satisfaction scores increased as the overall case backlog and aged case percent went down.