Position: Technical Support Engineer/Customer Success Manager/Team Lead/Technical Support Agent
Category: Support
English level: fluent
Years of experience: 6

I can: 
- Build a team from scratch and lead it; 
- Mentor, guide and monitor work of a high amount of support and customer service agents; 
- Organize trainings to improve technical skills of the department; - Assist in employee recruitment, performance evaluation, promotion and retention activities; 
- Define customer support strategy and formulate customer support department needs in staff and resources; 
- Ensure that all employees follow department policies and procedures; 
- Plan customer support activities and monitor the progress of the strategy execution; 
- Coordinate with the heads of departments regarding support activities; 
- Provide exceptional technical support and customer service to customers and colleagues and handle escalations; 
- Analyze department related issues and provide immediate resolutions; 
- Ensure service level meet or exceed customers expectations; 
- Define internal SLAs, set goals, metrics and statistics for tracking Support KPIs; 
- Write documentation, create guides/articles, expand internal knowledge base; 
- Implement integrations, API functions, CRM ticket automation, etc; 
- Deal with VoIP, PBX, SMS carriers and providers, troubleshoot business-class network equipment, configure firewalls, QoS. 
- Train users in existing or new functionality in order to maximize their system's potential and usability; 
- Communicate with new and existing customers, understand their needs and perform technical adjustments according to their requirements; 
- Significantly reduce tickets, chats and call flow by operating and managing the process.
I’m a result-oriented adaptive team player with excellent verbal and written communication skills, strong organizational, time management and problem-solving abilities. I have 6 years of experience in Support/Customer Service/Artificial Intelligence/Marketing related fields in TOP rated US companies in senior positions like Technical Support Engineer, Tech Lead, Head of Department, Senior Routing Manager.
Ready for a new challenge.