Moti M. Cohen

• Communicating with end-users around the globe on a daily basis and assisting them in their open issues.
• Understanding the source of the issues, whether it is technical, usability or a serviceability issue and providing the end-user the best method in resolving it.
• Working constantly in tandem with RnD, Product, Technical Writing, CSM and customer support teams globally.
• Working closely with Product Managers/Owners and RnD on open issues raised by our end-users and assisting in converting them into bugs or feature requests to provide customers with the best-case scenario.
• Translate customer pain points and issues into Usability and serviceability requests - Feature requests and characterization to help improve the system and the user experience. - leading and navigating customer round-table meetings to help all parties come to a solution regarding an issue / lack of component in the system.
• Working with SQL Databases (Postgres) - locating faulty entries and mending them, backup, removal, implementation of new information, ETC.
• Test run for Pre-Release versions while finding bugs and communicating it to RnD and QA.
• Training Tier 1-2, CSM and customers on new releases, installation and first time use.
• Working with Technical Writers on updating user manual - Simplifying installation, troubleshooting and workaround instructions.
• Going through application logs to find issues reported by customers, either solving on the spot or raising a bug to RnD (in case of a major bug that requires a new release).
• Reorganizing and rebuilding the product's internal KB with relevant articles, advanced troubleshooting guides and common log legends.
• Actively assessing criticality of bugs with RnD and Product on weekly meetings while bringing new information, conclusions from investigation and bullet points from customer conversations.

• Working on SQL database - Applying new rules and changing existing ones.
• Server connectivity and application QA on multiple platforms (IOS, Android, Mac & Windows.).
• Tailing live logs using shell to pinpoint issues and errors based on user behavior and application faulty behavior. Raising any relevant information to RnD and communicating it to RnD.
• Time management | Self management
• Guiding and instructing Tier 1 reps online towards solutions to complex situations.
• Working in tandem with Product and RnD to birth and monitor a new app for the American and Australian market while translating user requests, looking for patterns and mending any small issue before it turns big, improving the layout and usability of the app and creating reports to reflect all relevant info.
• Crunch/stress testing the applications with every device available and on every update (app or device OS), always looking for ways to break it and bypass it and create a report that reflects any findings.
• Replicating any issue raised by customers and working with RnD to solve it.

(Supplementary income)

• Working with clients and suppliers (Hebrew and English) whether it's via phone or mail
• Working with RSA, Fortitoken/Client & Okta, as well as Office and Office 365
• Working with an entire team
• Working with systems such as Next and IT SoftLog

• Working with people on a daily basis (Sales and customer support)
• Working with money and supplies, Weekly inventory counts
• Synchronizing devices and accounts
• Working with and reaching targets.

• Working shifts around the clock
• Working with clients all around the world
• Working with various CRM systems & virtual/web platforms
• Beginners desk manager - Educating, guiding and managing new employees.