Position: Technical Support
Category: Support
English level: upper
Years of experience: 6

Got a developer position without technical background in the beginning.
Built strong support tech team from non-technical agents.
Troublesooting is my second name.
Alpha Serve - software product company.
12.2022 - now: technical support.
Responsibilities: client's support request receiving, analyzation, reply, reproduce the user case, create tasks for the improvement/fix, lead the case till the resolution.
Tasks testing.
Documentation wrighting.

M2E Finance Limited – software product company.
08.2016-12.2019: customer support agent.
01.2020-08.2021: beta-test team lead, second-level of support/technical support team lead.
08.2021-04.2022: junior PHP developer.

Customer support agent.
Responsibilities: product knowledge and ability to provide explanations and investigation details for customers or trainees; customers' requests accepting in ticket system; ability to work in the flow: accept request, analyze and prioritize them, either respond on the fly or assign on agents according to their skills and current requests load; leading dedicated requests during the communication with customer, investigation and second level of support investigation; responsibility for systems with provided access; work with premium customers; billing requests solving; providing basic technical investigations and system fixing; leading dedicated customer on-boarding projects; new features beta-test, trainee mentoring.
Beta-test team lead, second-level of support team lead.
Responsibilities: providing technical-related or advanced-difficulty investigations; providing explanations to support agents; creating tasks (Jira) for developers to fix bugs; adjust functionality of the product or implement suggestions and ideas for product impovements from agents and customers; code customization implementations; SQL queries designing; analyzing product features and suggest tasks to improve the functionality; new versions beta-testing (find a customer volunteer and test supervision); team-mates mentoring.
Junior PHP developer.
Developing tasks realization, tasks discussion with team-mates, functionality brainstorming, creating, updating and leading tasks in the system (during my work we moved from Jira to GitLab), solving support tasks and further functionality adjustment in accordance to found bug or customer needs, abidance of Scrum and Kanban attributes, attending and participating meetings.
I'll consider any kind of proposition related to my skills and previous experience, except proactive sales - I don't have proper temper for such kind of job, I'm more investigation person. My previous experiance is variegated. It included different projects, which were leaded on my own initiative and a lot of education, which I'm not afraid of. Considering this I'm open for various propositions.