Tim Grab

Experience

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  Hammer

  Jan 2004 - Jan 2024

  Customer Support Engineer

  • Troubleshot, analyzed, and resolved problems reported by users of such Hammer cloud services as VoiceWatch and Hammer On Demand, and on-prem products including Hammer IP, Hammer CallMaster (along with third party packages such as Nuance Speech Suite and Microsoft Text To Speech), OneSight, Hammer Virtual Agent, and Hammer RTC. • Provided and implemented recommendations for problem resolution, including changes to configuration, script, signaling, environment, infrastructure, and test methodology. • Provided and implemented workarounds to allow customers to continue with QA and production testing and monitoring of IVR / Contact Center / CX / UX deployments. • Reproduced product behaviors / faults on in-house support lab servers, reducing the need to occupy customer’s time with troubleshooting, and providing cross-functional teams with reproducible symptoms to resolve. • Reported product defects or feature requests to the development team, and maintained customer awareness of the status of reported issues when development work was required, resulting in restored/improved functionality and increased customer satisfaction. • Assisted support colleagues with complex issues, taking direct ownership of these as required, ensuring customer satisfaction. • Created knowledge base content and training material for both clients and colleagues, enabling clients and cross-functional teams to self-resolve common issues, resulting in shorter time to resolution. • Performed installation, setup and maintenance of in-house support lab servers. Show less

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