Position: Technical support Team Lead
Category: Support
English level: upper
Years of experience: 11

- languages: English - upper-intemediate;
- strong organizational skills – ability to motivate every participant to do their best in achieving a shared purpose;
- communication skills – ability to handle problematic situations and present sensitive information, avoiding any offense;
- creativity - ability to find the individual approach to every person and unconventional  solution to a complicated task; 
- responsibility - being able to complete a task thoroughly, regardless of difficulties that may arise in the process;
- attentiveness to details -  a talent to notice indistinct facts, analyze data and build logical chains in order  to discover  a greater picture;
- the ability to multitask and to work under pressure, meeting tight deadlines.
-incident management - quick response to complaints and quick localization of the problem for subsequent escalation to the appropriate team
- work with the Business to identify gaps or problems in existing processes
- working closely with product managers to understand and implement new services
- manual tests at a basic level (functional / non-functional, positive / negative, smoke)

- system monitoring and tracking errors in the operation of servers;
- creating bug reports through Jira, communicating with DevOps.
- answering clients requests via e-mail;

- content moderation;
- tickets solving;
- identifying customers problems and needs and finding the best way to solve them;

- customer assistance and support;
- dispute resolution, work with refunds. Finding the best solution for the client, and as a result, minimizing negativity in case of misunderstandings.
- working with the site layout, filling the site with new promotions.

- guiding customers from the very beginning while the publisher getting familiar with the system features to the practical advice on how to take advantage of sending traffic  to the advertisers’ websites  
- restoring the trust of the customer by solving all the issues and dealing with understanding. As a result, publishers who lived or were about to leave the system didn’t stop cooperating or returned in order to continue productive collaboration
- developing the publisher’s business model

- HTML (basic)
- CSS (basic)
- API (Postman, Insomnia)
- SQL (basic)
- CRM (Omnidesk, Bitrix24)
- Jira, Confluence
- Zendesk
- Nagios, Grafana
- LiveChat
I am looking for an opportunity to develop existing skills and improve them. I am interested in projects in which I can learn and gain technical experience while working.
No sales, please