Position: Technical Support Team Lead L1 | Technical Support Specialist L2
Category: Support
English level: fluent
Years of experience: 4

Experience in creating and developing a Technical Support line (Fast Line) in a large CRM.
More than 90% percent of positive reviews from customers.
More than 80% of appeals were resolved independently, without the need to involve other departments.
Technical Support Specialist L2 (Team Lead L1)
2018 - 2023 
- User support via incoming chats, letters, and calls. (Zendesk, Telephony, Social networks). Helping customers with configuration, checking the correct operation of sections and function (CRM, ERP).
- Testing new features before release. Testing API requests (Postman). Working with logs (Kibana).  Initiation of incidents and requests for improvement of CRM functionality. Escalation of bugs (Jira).
- Conducting interviews with job candidates. Development and adjustment of KPIs and motivation systems for line workers. Training (mentoring) of new employees. Writing and editing the Knowledge Base. Direct communication and organization of interaction with departments: Accounts, Sales, L2 support, Developers, etc. Quick assistance to colleagues on technical issues at Intercom.

Proofreader (Quality Assurance Specialist)
2015 - 2018
- Proofreading academic texts in English.
- Correction of style, grammar, etc.
- Making recommendations for the author.
- Work with instructions and requirements for clients' texts.

Entrepreneur
2012 - 2015
Organization of all working processes from the establishment of supplies, website layout, advertising and promotion, to delivery and registration of the sale.
- Negotiating with suppliers and distributors.
- Signing of contracts.
- Making adjustments to the site engine.
- Work with advertising, SEO, analytics.