Position: Senior Customer Support Quality Analyst
Category: JavaScript
English level: fluent
Years of experience: 4


2 years as a Customer Support Engineer:
Assisting clients with SSL-related questions in chats and tickets via a HelpDesk system, such as:
– Generating the CSR and private keys; 
– Passing the domain control validation methods according to the Certificate Authority and CA/B Forum requirements;
– configuring server settings for better security (cipher suites, TLS protocols, HSTS, HPKP, ECDSA algorithm); assisting customers with passing the A+ SSL test for domains on Qualys SSL Labs;
– installing SSL (TLS) certificates on a variety of control panels and web servers (Zimbra, Windows Server, Exchange Server, Apache (httpd, Apache2), Nginx, Tomcat, Ubiquiti Unifi, Webmin, cPanel/WHM, DirectAdmin, Plesk, VestaCP, Google App/Cloud Engine, Node.js applications, EasyWP, XAMPP, Java-based servers, etc);
– covering DNS-related questions (nameservers & DNS setup, DNS proxy, DNSSEC, Whois privacy services such as WithheldForPrivacy);
– setting up the HTTPS redirect on cPanel (Apache & WHM), Nginx, Tomcat, and Windows servers;
– covering basic WordPress-related questions (themes, HTTPS redirect, plugins);
– troubleshooting SSL-related validation/installation errors;
– reporting bugs/customer feedback through the bug tracking systems;
Creating (or participating) guidelines/documentation/procedures and articles for internal departmental documentation and external knowledgebase; creating video tutorials.

2 years as a Customer Support Quanilty Assurance Analyst (1,5 years as Senior):
– Assessing the work of Customer Support (CS) representatives and composing detailed QA reviews for chats and tickets based on departmental and company standards.
– Carrying out follow-up training, and meeting with CS staff (based on the reviews).
– Improving QA performance, efficiency, and methodology.
– Gather the statistics and quality data about CS team performance.
– Pass the results to CS managers and cooperate with them to improve the current level of the CS team in a global aspect.
– Trace the core of the CS team performance issues and cooperate with the Training department and supervisors.
– Improve the training and preparation methods and develop new aspects.