Position: Junior QA Engineer
Category: QA
English level: intermediate
Years of experience: 0.5

• Achievement of all the above KPI goals by 100% within six months
• Successfully managed a team of up to 18 assigned support engineers (repeatedly the best team leader of the month)
• Changed the training program based on common mistakes and analysis of the team's work.
• Solved 95% of Level 2 tech support tickets without needing to escalate to Level 3 tech support engineers.
• Won “Employee of the Month” by presenting complex technical information to non-technical users in a simple and accessible way while interacting with the product.
Technical Support Team Lead Tier 1 at Binotel

Responsibilities:
• Reviewed and approved trainees before submitting them to customer service
• Was in charge of technical onboarding for the newcomers
• Developing detailed work instructions for L1 Engineers to follow and complete requests, process events and resolve incidents
• Provided regular feedback for newcomers regarding their progress and areas to improve
• Was in charge of the Technical Support Team achieving high customer satisfaction and success measured through specific KPIs
• Defining goals and providing direction to faster growth and productivity of the team
• Monitoring team performance and reporting on metrics
• Reviewed technical support-related processes and documentation for continuous improvement

Technical Support Engineer Tier 2 at Binotel

Responsibilities:
• Talking clients through a series of actions, either via phone, email or chat, until they've solved a technical issue
• Managing and prioritizing workload in accordance with the various response SLAs
• Ticket resolution on issues that are beyond the Tier 1 ability to resolve
• Installing, configuring, diagnosing and repairing VoIP software and hardware
• Follow up with clients to make sure their systems are functioning properly after troubleshooting
• Consultation on working with the company's public API (REST/WebSocket)
• Documenting technical knowledge in the form of notes and manuals