Position: Head of Technical Support
Category: Support
English level: fluent
Years of experience: 4


Head of Technical Support
Mar 2021 - Present
Nexstep Solutions LLC
Evaluating and improving agent performance. Evaluating,
responding, and resolving complex inbound technical
customer escalations / inquiries. Developing daily, weekly,
and monthly reports on team’s productivity. Creating and
maintaining strong technical acumen of the platform to
support the team
Technical Support Specialist
Nov 2019 - Feb 2021
Nexstep Solutions LLC
Providing technical B2B support for software problems.
Reporting design, reliability, and maintenance problems or
bugs to the Engineering, QA, and Product Management
teams. Maintaining and updating the existing documentation,
ensuring accuracy and relevance.
Customer Service Supervisor
Jun 2019 - Nov 2019
Teleperformance
Managing the team adherence to schedule. Ensuring all
agents provide high level Customer Service to End Users at all
time. Handling escalations and critical cases. Analyzing
operational trends and supporting the team members to
improve their performance.
Aug 2018 - Jun 2019
Customer Service Specialist
Aviacontact
Responding to passengers' inquiries. Providing accurate, valid
and complete information about passengers' reservations.
Communicating with passengers' through various channels.
Acknowledging and resolving complaints. Mentoring a team
of junior customer service representatives.