Position: Custoer Support Representative
Category: Support
English level: fluent
Years of experience: 5


For the past 5 years, I've worked in SaaS companies supporting US & Canada based customers via chat, emails and phones. 
Over the years, my responsibilites shifted from L1 Support to L2/L3:
Handled escalations and high priority cases.
Cooperated with other departments (Success, Product) to ensure customers are satisfied with the services provided.
Analyzed, tested and logged bugs in Jira (Assisted Engineers with any help they required)
For the past year, besides responsibilities above, I've also worked closely with Team Leads and was in charge of micro-management tasks: managed daily workload of Support agents, was the first point of contact for any issues or questions they had, made sure monthly CSAT goal is reached.