Position: Technical Support
Category: Support
English level: intermediate
Years of experience: 4


Technical Support Engineer

- Support customers
- Problem management
- Designing database tables and structures
- Data extraction for mapping
- Cooperation with developer
- Manual Testing (API, Regression, Functional, etc.)
- Сreation design technical documentation
- Write complex queries to generate reports
- Teaching and training others
- Negotiating and mediating
- SLA - based service models

Technical Support Lead
- Led team of 3 people, providing telephone and online support to customers
experiencing technical issues.
- Provided quality troubleshooting with patient step-by-step instructions to resolve
problems.
- Identified problem areas and implemented all necessary training.
- Held weekly team meetings and involved staff in planning and decision making.
- Monitored technical team calls to ensure maintenance of technical skills and good
customer service.
- Kept abreast of all new technologies to keep current.
- Provided technical expertise to Help Desk team.
- Ensured team-members stayed up to date by providing frequent training.
- Reported progress goals suggestions and all issues to management.
Russian (or connected to Russia) companies