Position: Support Engineer / Customer Support Specialist
Category: Support
English level: upper
Years of experience: 4

Achieve consistent #1 or #2 rankings in monthly metrics, including call duration, number of resolved cases, and customer satisfaction rate.
Processed inbound and outbound technical support calls at a 20% faster rate than team average.
Played the role of Support Lead: led the team and was in charge of mentoring/coaching newcomers.
Was in charge of implementing a new analytical system
Analytical Technical Support Specialist with 4 years of commercial experience. Adept at resolving complex issues. Critical thinker who addresses customer support issues quickly and who consistently exceeds performance standards. Level-headed and calm in stressful situations with well-developed soft skills.

Work experience:

Support department Quality Assurance Specialist
Oct. 2020 - Present

•	In charge of support department quality assurance according to QSD.
•	Assist management with scheduling, service protocol improvements, and quality assurance.
•	Checking video, audio, chat logs.
•	Writing documentation.
•	Conducting 1-2-1 meetings, providing feedback, setting aims and goals.
•	Mentoring/coaching newcomers.

Achievements:
•	The biggest amount of checked logs/cases.
•	The lowest appeal rate.
•	Was in charge of implementing a new analytical system.


Middle Support Engineer/ Customer Support Engineer 
Apr. 2017 - Oct. 2020

•	Provide thorough L1/L2 support and problem resolution for customers (Europe, USA, CIS).
•	Resolve issues related to Windows, network connectivity, as well as problems associated with software and hardware errors.
•	Maintain network security by configuring firewall rules, web content filtering, user. Administration, malware detection and prevention.
•	Install software applications, hardware peripherals and devices, update software and hardware. Drivers as needed, upgrade computers.
•	Install and maintenance local printers, setup network printers, configure print servers.

Achievements:
•	Achieve consistent #1 or #2 rankings in monthly metrics, including call duration, number of resolved cases, and customer satisfaction rate.
•	Processed inbound and outbound technical support calls at a 20% faster rate than the team average.
•	Played the role of Support Lead: led the team and was in charge of mentoring/coaching newcomers.

SKILLS:

•	Windows, macOS, Android, IOS. Diverse PC knowledge.
•	Jira, Confluence.
•	L1, L2 Support, Helpdesk, software/hardware issues investigation.
•	Salesforce, TeamViewer, LogMeIn.
•	MS Office (Excel, PowerPoint, Word).
Looking for a stable on-site or remote job with the opportunity of career development.