Tim Kirchhoff

Experience

• 

  XOS Digital

  Aug 2012 - Nov 2020

  Replay Support Technician

  -Provided front line customer support for over 120 XOS Instant Replay customers. -Provided 24/7 support over the phone, remotely via LogMeIn, and on-site at campuses, arenas, and sporting events.-Provided quality assurance testing on new software builds.-Integrated and tested A/V equipment and computers. -Recorded incidents and software bugs into support database and looked into trends and potential issues.-Followed up with customers and acted as key contact to ensure their issue got resolved.-Operated the replay system at high-visibility sporting events.-Trained new replay technicians and new support team members. Show less

• 

  Catapult

  Nov 2020 - now

  - Managed a global support team providing top-class customer service to 300+ Professional and Collegiate teams- Conducted weekly calls with VP of Operations discussing support metrics (response & resolution SLAs, customer satisfaction, and live response times) and where we can improve- Led weekly Escalation Calls with Product and Development discussing and prioritizing Jiras based on customer impact- Served as an escalation point to team members when dealing with complex issues or customer situations- Administrated Zendesk to improve team efficiency - adding organizations, product components, and macros to keep track of data more accurately- Conducted Weekly 1on1s with team members to ensure they had everything they needed to succeed and make sure a healthy work/life balance was maintained- Developed training materials which included a grading system and open ended quiz questions that were used to assess and upskill existing and new team members Show less - Created documents and trained team members on MatchTracker, Focus, and Hub- Provided game day support for MatchTracker and Focus clients- Led QA testing for the entire Replay suite of products- Tracked and provided detailed documentation of software bugs- Worked alongside developers to verify new features and bug fixes- Identified issue trends and proactively addressed them through training materials and feature requests- Trained new team members through shadowing and 1-on-1 exercises Show less

  • Product Support Manager

    Apr 2024 - now

  • Team Lead, Product Support

    Jul 2022 - Apr 2024

  • Senior Product Support Technician

    Nov 2020 - Jul 2022