Position: Head of Support Department
Category: Support
English level: fluent
Years of experience: 7


Head of Support Department, Saas Product company (02.2020-current)
- organizing the department's work according to the KCS methodology
- leading a global and fully remote team of support engineers (US, EU, and Asia time zones)
- creating work documentation for employees,  motivation and development programs 
- developing algorithms for troubleshooting different types of tickets
- training new employees 
creation and support database with troubleshooting articles (on Confluence)
- creating own QA system for the Support department 
monitoring and improving KPIs of the Support Department

Head of Support Department, Saas Product company (06.2018-02.2020): 
- interviewing candidates
- training new employees 
- organization of the department's work according to the KCS methodology
- creating workflows for the Support department
- development algorithms for processing different types of customer requests
- monitoring and improving KPIs of the Support Department

TechCoach, TechSupport company  (10.2017-05.2018): 
- interviewing candidates, training new employees 
- work on improvement of weak and strong sides of support department agents
- explaining algorithms of problem investigation 
- creating motivation and development programs for support agents
- collecting and monitoring key indicators of the support department
- automation of work processes by creating scripts and apps for employees
- testing of new products and partner’s software 
- creating bug reports for developers 

Support Team Leader, TechSupport company (07.2016-09.2017): 
- leading the team
- distribution of tasks and load of team members 
- monitoring and ensuring compliance with the provisions of Support regulations
- work with the hardest technical cases, non-satisfied customers

Technical Support Engineer, TechSupport company  (05.2016-06.2017): 
- researching, troubleshooting, and resolving complex technical issues by phone, chat, and remote connection on customer's printers, routers, macOS, Windows, iOS, and Android devices
- setting up mail accounts, configuring network profiles 
- creating local networks for personal and commercial use