Position: Customer service representative, support manager
Category: Support
English level: upper
Years of experience: 2

Responsible for the customer support experience with CRM
• Resolve customer’s issue via telephone, Chat, email or a remote session. Manage and track customers' issues.
• Diagnose and provide root cause analysis to customer issues.
• Own, troubleshoot and solve customer technical issues, using collaboration,
• troubleshooting best practices and transparency within and across teams
• Identifying cases that require escalation technically.
• Create and maintain incident management requests to the product group/engineering
• Interfaces directly with customers at different stages of the problem resolution
• process including understanding customer issues, communicating action plans
As a result, I have increased customer's satisfaction, meet individual and team's SLA/KPI by 91 %
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Do not consider sales.