Senior Technical Support Consultant
John Alarcon joined CrossConcept, Inc. in 2014 as a Senior Technical Support Consultant. Over his years as a Software Support Specialist with Changepoint and Changepoint Software Support Specialist with Compuware, John managed more than 30 Changepoint accounts solving mission critical business and technical problems to ensure customer satisfaction. He received many accolades from customers and internal resources about the quality and level of support that his customers received (which was measured by his average 93 per cent customer satisfaction rate).
John accomplished these accolades by building and maintaining relationships with all Changepoint clients he interacted with. He managed both internal and external communication of all support-related issues to various management levels throughout many client organizations. He also managed Changepoint support incidents throughout their entire life cycle providing thorough diagnostic troubleshooting.
John assisted Client Management and various other departments to ensure customer satisfaction and references. He supported the Changepoint integration with IBM Cognos reporting software, Oracle Peoplesoft, and Salesforce. He also analyzed and provided business solutions that leveraged the Changepoint application.