Position: Support Specialist
Category: Java
English level: upper
Years of experience: 2

-The best solution that I provided to the client recently was when our Dev team suspected a bug affected some feature and my job was to warn the client that there was a bug and we are trying to solve this issue as soon as possible, then I just wanted to check the account one more time and I just toggled the switch to OFF and we realized that the issue was resolved. We were relieved and informed the client that everything was working properly. I was so proud of myself.
2017-2018- Support Specialist at IT company Synebo. We created the Apps, so we had customers all over the world. Usually they had some problems or bugs on their Apps. My job was to fix the issue and to satisfy all demands of my customers.
2018-till now- My job is the 1st tier agent of the Customer Support Service as well as the Team lead of the 1st tier agents. My job is to receive the ticket form the client that could be the FAQ and I should provide him with the solution or the case with the issue or not properly working of the App. In both cases I should answer the client via email within 10 minutes. If it is the easy case I answer with the solution within 10 minutes. If the case needs some deeper investigation I warn the client that the investigation could take up to 1 hour and I will come back with the best solution as soon as possible. Meanwhile,I do my best with the research and testing  the account. If the tickets need the deeper investigation I escalate it to the Dev Team.
The obligations of the Team Lead is to monitor the job of the agents,notice the mistakes and try to avoid them in the future,having it disussed with the agents. Also, I should do some estimating of the 1st tier agents` work due to the report system and checking their tickets regarding the mistakes. The meeting with the agents is obligatory for the evaluation
- I have been working at the IT company around 2 years and the most significant fact about me is the desire to develop and achieve some results. If I do not see any variants of growing in the current position I will do my best to find it in another place. I suggest your company being developing and growing as well as interesting for learning.