Position: Lead Technical Support Specialist
Category: Support
English level: upper
Years of experience: 3


I have 3 years of experience as Lead Technical Support in the entertainment mobile game company. I have worked with such projects as Blitz: Rise of Heroes, Hidden Hotel, Sponge Bob Adventures: In Jam, Family Zoo, and others.

My duties:
• Coordinating the team on tasks and ensuring communication between other departments;
• Maintaining key performance indicators and reporting on team performance;
• Carrying out adaptation for beginners in accordance with the instructions;
• Responding to a constant flow of various questions from agents;
• Communication with agents regarding their attendance, performance, new guidelines, and policies;
• Monitor KPIs of agents and motivate the team to improve the quality of work;
• Summarizing weekly analytics on projects and providing information to other departments;
• Creating and maintaining a knowledge base (FAQ).

When finding new bugs, created tasks in Asana and Jira. Analysis of new updates through Confluence. Verification of transactions of players in the economy through Excel tables.

There is a desire to develop in the field of analytics and, in the future to, become a highly qualified product/business analytic.