Position: Technical Support Engineer L2/L3
Category: Support
English level: upper
Years of experience: 5

National Technical University of Ukraine 'Kyiv Polytechnic Institute'​
Artificial Intelligence Systems
Paramedic - Company NameMotohelp.ua
Helpful and reliable professional with 5-year vast experience in helping customers get what they want to their gratification and at the same time ensuring that sales goals are met to the satisfaction of the company. I have a successful experience of driving positive change and influencing enhanced performance in customer support departments as well as creating customer support strategies and KPIs. I can prioritize, manage multiple projects, and meet deadlines. Also, I'm self-motivated working under minimal supervision, and demonstrate calmness and composure under stress and uncertainty and inspire the same in junior customer support personnel. 

• Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues.
• Provide 2/3 tier support maintaining SLA response time frames
• Documenting troubleshooting and problem resolution steps.
• Interact with developers, account managers, business people, and subject matter experts in order to collect relevant needed technical information
• Elastic Search for big-data analysis
• Review, analyze, solve and determine the types of resolution or escalation paths for the incidents/cases according to the knowledge base, instructions and procedures;
• Generate trouble tickets, record details of incidents and track open tickets/problems till resolution using the company's incident management system;
• Bug reporting, Bug creation, Black-Box Testing, Sanity testing, Functional testing, Smoke testing

On-boarding process of our SaaS customers ensuring immediate availability of
products and services for use.
Provide customer support and technical issue resolution via e-mail, phone and
other electronic medium.
Identify and correct or advise on product issues in client computer systems.
Perform timely escalation of support related issues to various departments for
further analysis and resolution
Perform other duties as requested and within areas of expertise
To manage and continually improve the Customer Service
experience for the customers of the company that creates an interesting product/offers services by managing, expanding, and motivating the Customer Support team. I leverage my managerial expertise, the operational mindset with a passion for product-led business growth for customers' and company success. Math, physics, engineering, foreign languages that's also about me. Want to contribute my skills and time to a top product with a close-knit team behind it. Mutual understanding always goes first for me as I am super open to communication and dialog inside the team.