Aaron Roche

Holding high levels of professionalism and product knowledge. Using a consultative and empathetic approach in delivering customer support resulting in positive customer experience. Efficiently process tickets via chat, email and social media channels. Demonstrate strong ownership in issue resolution by investigating, sharing knowledge, and communicating clearly with customers. Continually learn the platform, keeping up to date with product features and changes. Open communication with internal teams to optimize workflows. Specialize in different account topics and become a subject matter expert.

Incident management across the organization; liaison between customers and internal teams; improving incident response times and workflow efficiency.

Incident management at Parc des Tulieres, Lyon; coordinating cross-functional responses and stakeholders to minimise downtime and restore services.