Position: Manager of Technical Support Engineers Tier 2
Category: Support
English level: fluent
Years of experience: 6


ESCALATIONS MANAGER
Nextiva | Feb 2021 - present
meet tight deadlines
multi-tasking
motivated and goal-oriented in my work
Dealing with escalated customers and cases
Resolving issues that were not previously resolved by other departments, i.e support, billing, sales, porting, onboarding, or customer relations.
Owning each case until its full resolution.
Troubleshooting technically complicated cases including network issues and the issues with using the product, escalating the issue further to Tier2 or Product Development team.
updating partners and customers about product releases and new features
monitoring Jira tickets
Writing guides and documentation both for internal use and end-users about the features of the product, and internal procedures.
SENIOR CLOUD SPECIALIST
Nextiva | Dec 2018 - February 2021
Product- phones for business (cloud communications, Nextiva app,
etc.)
This position includes resolving any issues that the customer might face with the VoIP desk phones or Nextiva app.
De-escalating the customer is a very important feature representative that I mastered here.
documenting each issue as a ticket in CRM.
average survey rate is 92% out of all taken calls and chats including issues of escalated customers
CUSTOMER SUPPORT REPRESENTATIVE DELIVERING AMAZING SERVICE
Nextiva | Aug 2018 - Sept 2018
CUSTOMER SUPPORT SPECIALIST
Lucky Talky | March 2018 - Aug 2018

SOURCING COORDINATOR
AvTech | March 2017 - Jan 2018

CUSTOMER SUPPORT REPRESENTATIVE
Hexa | Nov 2015 - June 2016

TRANSPORT MANAGER INTERN
Knights of Old, logistics company that operates in Dublin and in UK| Feb 2015 - May 2015

FREELANCE ACADEMIC WRITER
freelance platforms in academic writing| Jan 2014 - Aug 2018

CUSTOMER SUPPORT REPRESENTATIVE
Wentrum Sept 2013- Feb 2014