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

Certification: - Apple Certified Support Professional (2017)
Support agent:
- Providing technical support for Company’s Software
- Troubleshooting software-related issues on Windows Mac OS and IOS
Technical supervisor: 
- Delegating tasks and set deadlines for internal team
- Leading and mentoring the Technical Support Team, performing scheduled staff reviews, communicating
and adhering to new procedures,
policies and goals
Service Desk Agent:
- Processing operation tickets
- Working with requests from customers (creating user accounts, helping with UI issues (support related to product functionality, FAQs, etc.)
Supervisor/L1 Knowledge holder:
- Tracking quality of the project tasks
- Identifying gaps in processes
- Identifying agents’ knowledge, working with Team Lead/RM to give feedback on the associate’s project performance
Support engineer:
- analysing the data from database - managing permissions
- replicating issues in test environment