Position: customer support
Category: Support
English level: upper
Years of experience: 4


Namecheap, Inc
Total Duration 3 yrs 9 mos

SME
- Assisting support representatives with solving more technically complex issues.
- Identifying, tracking, and reporting possible bugs within our own systems.
- Manual installation of SSL certificates on third-party hosting servers.
- Educating new team members on technically advanced topics and company procedures.

Middle Quality Analyst
- Analysing the chats of support representatives and checking for possible technical, grammatical, or business communication mistakes.
- Providing feedback to both support representatives and their team leads.
- Highlighting possible improvement areas for support representatives.

Customer Support Representative
- Assisting customers with the installation of SSL\TLS certificates on various servers.
- Troubleshooting various errors related to SSL installation and server configuration.
- Reporting possible issues with our own servers or website functionality via JIRA.
- Following the company's procedures regarding business communication.