Position: Customer Support Representative\ Support Team Lead
Category: Support
English level: upper
Years of experience: 3


Software Support Team Lead - Zoom Support by Kromtech
- Training newcomers, explanation of main responsibilities, troubleshoots.
- Write templates, manuals on how to resolve complicated technical cases
- Resolving hard technical issues via tickets\chats. 
- Assisting in creating and maintaining a high-performance workforce focused on continuous improvement.
- Assuring the Support Team is effective and efficient
- Assisting in the monitoring of calls, chats, and email, work queues to ensure service levels are being met
- Checking the quality of the service provided by agents
- Evaluate agents’ knowledge of the product and communicating skills
- Explain the weak points of agents and work to improve the quality of the service

Software Support Representative - Software Support LLC
- First-line Customer Support representative: responsible for
taking calls, chats and resolving tickets
- Provide clients with solutions by identifying problems,
researching answers and guiding clients
- Handle hard cases that could not be resolved by the first line
support representative
Looking for job QA\QC (Customer Support, IT), Team Lead (Customer Support), Customer Support Representative.