Position: Support Representative
Category: Support
English level: upper
Years of experience: 1.5


-Advanced troubleshooting/resolution
-Root cause analysis
-Handling emails/calls with complex issues
-Tasks management and prioritizing
-Training candidates
-Team calls and meetings
-Working with the SaaS system
-Excellent knowledge of the system
-Replying to customers' complaints or requests via chat, email, calls
-Troubleshoot issues on the spot
-Further investigation of the issues, involving -operators and the dev team
-Creating and editing reports (Excel)
-Work in night shifts
-Developed and maintained strong, long-lasting customer relationships;
-Lead customer product implementation projects and conducted training;
-Monitored performance, forecasting, expenditures and service quality for my accounts;
-Cooperation with technical departments regarding current service quality and new service implementation;
-Serviced accounts on regular basis to propose new products or services and maximize revenue;
-Work with out/inbound leads from different channels (Email, live chat, WhatsApp and calls);
- Building comprehensive partnerships with leads/partners at various levels;
- Online demonstration of the product (Google Meet, Zoom, Skype);
- Preparation and Creating of Contracts and Agreements for the client (Eversign).