Профессиональные навыки
Опыт работы
Customer Experience Representative
Декабрь 2012 — По настоящее время (7 лет и 11 месяцев)
• Providing customer service, technical support and training through customer calls, email, Twitter, and Q&A;• Building relationships with clients and helping them fully-implement the Assembla software;• Triaging support tickets and escalating tickets as necessary; • Creating articles, tutorials, and other documentation to expand the self-service knowledge base; • Working with billing issues and sales inquiries; • Manual testing, documenting bug tickets and routing to internal teams; • Reviewing internal development activity to keep informed of changes; • Improving functionality and workflow of support process.
Technical Support Administrator
Май 2012 — Ноябрь 2012 (7 месяцев)
• T2/T3 Technical Support. Processing the issues that local support teams couldn't handle;• Working with MS SQL databases (MS SQL Server 2003 / 2008);• SLA compliance;• Configuring the video rendering and transmitting software on remote servers;• Investigating malfunctions. Working with the XML logs;• Manual bug testing, escalating bugs to the internal teams.
Support Manager
Сентябрь 2010 — Май 2012 (1 год и 9 месяцев)
• Providing Technical support to cloud online storage 4shared.com / 4sync сustomers all over the world using the ticketing system, email, phone, live chat;• Detecting and reproducing the bugs, further escalation to internal teams;• Account and content managing;• Maintaining and updating the knowledgebase;• Assisting with billing / sales cases.