The value of a strong support team cannot be overstated: it has lasting effects on CLV, end user adoption, software development, and more. VP Technology Scott Epter of Exago shares strategies for improving your support team’s performance without overtaxing employees.
- Keys to strong technical support
- Lessons learned from support metrics
- The role of a good ticketing system
- Staffing considerations: performance, training and advancement
Scott D Epter, Ph.D., ,Vice President of Technology, Exago BI
Scott has worked with Global Fortune 500 companies in a variety of industries including financial services, life sciences, high-tech, manufacturing and consumer goods. Before joining Exago Inc., Scott was a senior member of the Americas IT infrastructure COO team at a major global bank. While at IBM, Scott served in a variety of roles including software development team leader and founding member of IBM's well-respected High Availability Center of Competency. Scott also led the team that developed IBM's Deep Computing Visualization software from a research prototype. Scott has been coding since the early days of the web and still remembers the days of NCSA Mosaic.
In 2000, Scott received his Ph.D. in Computer Science from Rensselaer Polytechnic Institute in Troy, NY. Scott is no stranger to analytics and business intelligence. His dissertation introduced ground-breaking algorithms for clustering large datasets.