Position: Support Engineer/Technical Project Manager/Support Team Lead
Category: Support
English level: fluent
Years of experience: 7

- 7 years of experience in Support/Customer Service/Cyber Security/AI/Marketing related fields in senior positions;
- I can help you build your Team;
- Launched and successfully led a project from scratch in a start-up;
- Joined support team and began to deal with tickets and clients which resulted in total open tickets number decreased by 65%;
- Started writing, combining and adding new articles to an internal knowledge base;
- Mentored, guided and monitored the work of over 30 support and customer service agents;
- Managed a department of 7 customer service agents;
- Created a support handbook aimed at helping future team members deal with support-related procedures, constantly made sure it was enriched with all the relevant updates;
- Implemented Zendesk/Slack integrations; various Zendesk API functions; Zendesk ticket automations;
- Defined SLAs, set goals and configured metrics and statistics for tracking Support KPIs;
- Implemented ticket escalation procedure with troubleshooting steps.

Skills:
- Seasoned in conflict resolution;
- Adaptive team player;
- Result-oriented;
- Excellent diagnostic and problem-solving skills;
- Strong organizational and time management skills;
- Excellent verbal and written communication skills;
- Able to handle high-stress situations with ease, and thrive in a busy environment; 
- The one to tackle client’s more advanced technical issues and answer the concerns of both customers and even members of the Tech Specialist Team; 
- Able to function in a fast-paced, dynamic environment and an ardent desire to help a business grow; 
- Able to prioritize and work independently as well as in a team environment; 
- Punctual and dependable and able to handle a wide range of user support requests from novices to senior executives; 
- Grasp technical concepts quickly and explain them to others.
7 years of experience in Support/Customer service-related fields in senior positions such as Technical Project Manager/Support Engineer/Tech Lead/Head of Department and Senior Routing Manager.

Main responsibilities:
Define customer support strategy in coordination with the process stakeholders;
Formulate customer support department needs in personnel and resources;
Execute customer support strategy;
Plan customer support activities;
Perform configurations and data management tasks to onboard customers to the platform;
Establish and maintain a repeatable working relationship with Client partners including knowledge management, training, implementation methodology and post-go-live support;
Monitor the progress of the strategy execution;
Define and keep track of the customer support metrics;
Coordinate with the heads of departments regarding support activities;
Operation and management of the ticket flow process;
Leading a separate reselling project inside the company; 
Provide direction to managers in planning and executing assigned projects; 
Develop best practices to achieve department goals; 
Ensure that all employees follow department policies and procedures; 
Analyze department-related issues and provide immediate resolutions; 
Ensure service level meets or exceeds customers' expectations;
Provide exceptional customer service and technical support to customers and colleagues, assist tech support agents and handle escalations;
Dealing with VoIP, PBX, carriers and providers advanced troubleshooting;
Understanding of TCP/IP, troubleshooting and setting up VLAN’s, networking experience;
Troubleshooting Business-class network equipment, configuring firewalls, QoS; 
Advanced TCP/IP, general addressing and subnetting concepts, default gateway, configuring network interfaces, DHCP concepts; 
Train users in existing or new functionality in order to maximize their system's potential and usability; 
Communicate with new and existing providers, understanding their needs and performing technical adjustments according to their spec.
Looking for an interesting position in an open-minded and friendly team, with professional management and a perspective of career growth. I want to benefit the company and contribute to work by using and improving my professional skills.