Shaun Arsana, Regional Support Team Leader

Nitro’s exceptional global support network, spans from Ireland to America to Australia. One of our longest serving Nitronauts, Shaun Arsana, leads Nitro’s Regional Support Team in Melbourne, Australia. Today, he talks about his past projects, and his experience in answering support tickets at Nitro.

You just celebrated five years at Nitro. What have you been up to during this ride?

Well, I had my start as a technical support representative in late 2008 and with Nitro’s support, have been able to contribute to other aspects of the business: direct sales, and Quality Assurance, to be exact.  Now, in my role as a CSS (Customer Service and Support) team leader in Asia Pacific, I manage a fun team to ensure we provide consistently great customer care, loop customer feedback to marketing, sales and product teams and suggest improvements to our various customer support touch points such as Nitro University and our community-based forum.

What is it like leading Nitro’s CSS team?

I’ve always been the guy that my family and friends go to when they need a technical issue fixed, and I’ve enjoyed stepping up to the challenge. In a lot of ways, having a team to work alongside me has given me the chance to continue exploring the different ways I can resolve issues. What’s really great is when a ticket with an entirely new issue comes up, my team members have the initiative to also step up and do their own independent research to offer up solutions which we then share on our knowledge base.

Shaun Arsana - Nitro Regional Support Team Leader

You’ve done a lot at Nitro, What is the coolest project you’ve worked on?

It has to be the localisation of Nitro Pro. I saw real value in expanding our language options, being bilingual myself, so I put my hand up for the project. I worked on ensuring the six additional languages we were committed to support were implemented well from start to finish – working closely with third party translators and the product team to get this intricate project over the line. We now offer 12 languages, and I am glad to be part of the team that increased the diversity of our products.

Which Nitro Pro feature rocks your world?

Definitely the PDF to Word function. Our tools for editing PDF files are pretty rock-solid, but there are times when extensive changes can be done more easily with Word. What I love about PDF to Word is the simplicity it offers to the end user. Not many people are aware of the technical complexity of converting a PDF (which has a completely different structure internally to a Word file) into Word – and this goes for the other document conversion functions in our features suite, such as PDF to Excel, PDF to Powerpoint and more.

Shaun’s next project is the development of supporting content to guide Nitro customers through document management systems integration. Want to test Shaun’s team’s response time?  Jump on board with a free trial or boost your current subscription with Software Assurance for VIP access to our customer support team.