Position: Support specialist
Category: Support
English level: upper
Years of experience: 7

Reducing Tech Support Department response time from 24 hours to 6 hours. Achievement and maintaining the high level of Client Satisfaction Rate with the product and Tech Support Team on the company website itself and on different independent review websites as well (trustpilot, sitejabber).
Moto CMS
 Tech Support Specialist Dec 2012 – Dec 2013
-Support clients via chat and tickets system (zendesk), pre-sale and technical questions.
-Support CMS

Tech Support Shift Manager Dec 2013 – May 2015
Same responsibilities as Support Specialist +
-Taking care of difficult customers 
-Establish work graphic in Tech Support Shift
-Coach support team members 

Customer Service Quality Manager May 2015 – Sep 2018
-Monitor all support interactions with customers
-Work on continuous optimization and improvement of service quality
-Developing and Implementation “bonuses and penalties” system in Tech Support department
-Teaching new support members, improvement skills of current team
-Develop and maintain support materials + knowledge base (FAQ, tutorials, instructions)
I am interested in finding a remote job.