Position: Support Engineer | only part time up to 20 h/week
Category: Support
English level: upper
Years of experience: 4

Experienced support engineer with proven ability to establish and maintain excellent communication and relationships with clients. Dedicated to identifying customer needs and delivering effective solutions to all problems. Stress-resistant and ready to join my next project!
I Project | 05/2017 - 12/2018 
— Provided excellent customer service through e-mails and chats in a timely accurate manner.
— Communicated customer feedback to the corresponding departments/staff in order to develop processes for better serving customers.
— Maintained reports on processed customer inquiries.
— Reported and escalated and incidents based on guidelines.
— Assisted with updating external client knowledgebases, as well as internal department documentation.

II Project | 01/2019 - 10/2019
— Solved customer issues through cross-functional interaction.
— Contacted with front and back offices and in certain user cases, via handling tools.
— Escalated issues and reported bugs to higher-level support.
— Provided technical and managerial leadership to the IT Support Team.
— Maintained and improved software support methods, standards across all supported applications and software.
— Communicated and drove customer needs and issues seen by the users towards application and content support process development.

III Project | 01/2019 - 10/2019
— Fixed issues using Microsoft SQL Management Server Studio.
— Updated the databases manually.
— Clarified issues and escalated them to developers.
— Identified and resolved issues in a timely manner.
— Created monthly reports manually.

IV Project | 11/2019 - present
— Providing customer support through JiraService Desk and live chat app.
— Defining customer’s problem, investigating it, and replying to the questions which don’t require development involvement.
— Reproducing reported issues during the support process.
— Collaborating with other departments in order to solve the problem ASAP.
— Defining complex cases and escalating to the development team.
— Documenting troubleshooting solutions that can be used to prevent future problems.
— Frequently communicating with colleagues about the progress of these tasks, impediments, and risks.
Interesting project and dedicated team!