Position: Product Expert/ BA
Category: Business Analyst
English level: fluent
Years of experience: 9

- Worked on importing over 8 products (various types of web and on-premises applications).
- Over 100 agents were trained on imported products, which led to improvement in average resolution time and CSAT for customer requests. Also, increased the percentage of requests solved by L1.
I've been working in ESW Capital (a.k.a. Crossover) as a Product Expert on importing various software products acquired by the company into environment where each agent supports multiple products:
- Evaluating several hundreds of recent customer requests to identify request types that can be deflected as self-service, solved by the L1, L2, SaaS, or Development teams.
- Documenting solution and troubleshooting guides for customers, L1 and L2 agents.
- Creating training courses for support agents and conducting interviews to assess if they are ready to support products upon completing the training.