Position: Customer Support Service Manager
Category: Support
English level: intermediate
Years of experience: 5


Customer Support Service Manager/Customer Support Team Lead | 2017-2022
Handling user requests through Helpdesk system, answering questions and providing assistance in solving problems that have occurred
Submit reports and pass requests to the necessary teams to improve quality of the provided services
Creating templates
Ensuring that all issues are properly logged within the ticketing system

Achievements:
SLA - 3 min
CSI - 96%
280 CPM

Selection of candidates for the support team, their further training and assistance in adaptation
Creating an internship and training plan for new managers and conducting performance reviews
Creating and maintaining the knowledge base
Discover training needs and provide coaching