BELLEVUE, Neb., (5/1/2015) — Tigerpaw Software Inc., developer of the most comprehensive business automation software for technology providers, has named Michelle Jackson-Triplett as the company’s director of support, responsible for handling all inbound technical service requests from customers and improving the processes to resolve requests in a more productive and efficient manner.
Tigerpaw’s support organization receives more than 4,000 service calls per quarter and the average time to resolve an issue has improved by 18% under Jackson-Triplett’s leadership, while the average handling time for requests has decreased by 20%.
“Michelle’s experience and management capabilities have already had a positive impact on our support interactions with customers,” said Tigerpaw CEO James Foxall. “As more partners migrate to our recently announced Tigerpaw 15R1 platform, we are confident that we have the support infrastructure—and leadership—to ensure our MSP customers make a seamless transition.”
Prior to joining Tigerpaw, Jackson-Triplett was enterprise help desk manager at HDR since 2009, and she has more than 15 years of professional support experience, including employee management, project management, business systems analysis and technical support. She has also held technical management positions at The Gallup Organization and the First National Bank of Omaha.
“It’s an exciting time to join Tigerpaw and it’s crucial that we provide customers with the support they need to run their businesses better. My team takes a lot of pride in the success of our partners,” Jackson-Triplett said.