Position: technical support agent
Category: Support
English level: upper
Years of experience: 1


My last position was Technical support agent. 
My resposobilities were : 
-Providing technical support to customers via chat and email 
-Resolving hardware, software, network connectivity, and various services-related issues.
-Troubleshooting and diagnosing software and hardware issues for Windows and Mac users, Android and Apple mobile devices, tablets, PC accessories, printers, scanners, streaming devices, security and Smart Home systems, and routers. 
-Managing a large queue of support tickets, documenting all customer
interactions and resolutions, prioritizing and escalating as necessary to ensure timely resolution.
-Collaborate with cross-functional teams to resolve complex technical issues
-Maintain up-to-date knowledge of company products and services
- Creating new documentation with step-by-step instructions. Participated in team meetings and contributed to process improvement initiatives to streamline support operations. 
- Collaborate with cross-functional teams, including Product Development and Quality Assurance, to identify and resolve systemic technical issues.
-Follow up on customers to ensure their issues are entirely resolved. 
My skills: 
- Proficiency PC user (also I can use MAC /IOS)
- Extensive experience in creating documents and spreadsheets, using office software such as Microsoft Office -Zendesk, Notion, Solidgate,(user of Hibob, Scorebuddy, Google Calendar, etc.)
-Proficient in online research and Google search techniques to efficiently find relevant information and solve problems.

PERSONAL QUALITIES:
- high level of self-organization 
- Fast learner
-I can multitask
 -self-discipline
- Able to meet deadlines 
-excellent written and verbal communication skills
 -interpersonal skills
- planning and organization skills
 -customer service skills
 -proactive, quick reaction
- I can quickly navigate in the current situation and make decisions independently