Position: Process optimization quality assurance specialist / Senior Technical Support Specialist
Category: Support
English level: upper
Years of experience: 5

- Work as process optimization quality assurance specialist that evaluates and ensures all procedures are met and departments that work with the customers maintain a decent service level.
- 4+ years of experience in Support/Customer service related fields in senior positions;
- Managing a department of 15 customer service agents;
- Helping and monitoring work, guiding, and mentoring over 30 support and customer service agents;
- Achieved an Enterprise Technical Specialist certification.

Skills:
- Able to organize the working processes for the team.
- Customer service professional;
- Seasoned in conflict resolution;
- Adaptive team player;
- Result-oriented;
- Excellent diagnostic and problem-solving skills;
- Strong organizational and time management skills;
- Strong verbal and written communication skills;
- Able to handle high-stress situations with ease, and thrive in a busy environment;
- The one to tackle client’s more advanced technical issues and answer the concerns of both customers and even members of the Tech Specialist Team;
- Able to function in a fast-paced, dynamic environment and an ardent desire to help a business grow;
- Able to prioritize and work independently as well as in a team environment;
- Punctual and dependable and able to handle a wide range of user support requests from novices to senior executives;
Process optimization quality assurance specialist

Main responsibilities:
Monitoring Support Agent's phone calls and chats for
quality purposes: ensuring all procedures are
followed, proper troubleshooting steps are made and
issues resolved.
Constantly analyzing available data for trends, correlations, and interdependencies.
Elaborating on technical documentation for
evaluation and work optimization process.

4+ years of experience in Support/Customer service-related fields in senior positions such as Senior Technical Support Specialist(Tech Lead).

Main responsibilities:
Help customers with any kind of issue related to the technical part of their accounts.
Communicate effectively (via telephone and e-mail) with
customers on a daily basis by handling client inquiries including
but not limited to complaints, billing questions, payment
questions, and tax issues/refunds.
Provide exceptional customer service and technical support to customers and colleagues, assist tech support agents and handle escalations.
Analyze recurring problems and inform management
of trends, and prepare activity reports.


Business phones experience, VoIP, PBX, advanced troubleshooting with VoIP, dealing with carriers
Troubleshooting Business-class network equipment, configuring firewalls, QoS;
A clear understanding of TCP/IP, and networking experience;
Advanced TCP/IP, default gateway, configuring network interfaces, DHCP concepts;
Proficient in MS Office applications and experience with CRM;
Train users in existing or new functionality in order to maximize their system's potential and usability;
Provide direction to managers in planning and executing assigned projects;
Train users in existing or new functionality in order
to maximize their system's potential and usability;
Looking for an interesting position in an open-minded and friendly team, with professional management and a perspective of career growth. I want to benefit the company and contribute to work by using and improving my professional skills.