Position: Support Agent, Technical support
Category: Support
English level: intermediate
Years of experience: 4

• In less than two months learned how to write excellent search queries for monitoring systems and setting up effective monitoring via such systems as LOOQME,
Webhose, Mention, and YouScan

• Updating the whole customer knowledge base according to product updates

• Training and support of new employees
• Optimizing of departmental work and
coordination of the support team's
workflow.

• Training new agents and providing
support during the nesting period.

• Communicating with the product
manager and IT department for product
improvements.

• Product testing (manual testing, bug
tracking, and usability evaluation).

• Working with customer search queries:
creating, adjusting, and configuring them.

• Providing technical support to potential
clients by creating test accounts for the
product.

• Actively communicating with
customer/success managers and other
departments to ensure the fastest resolution.

• Updating customized report templates in
HTML/DOC.
I am not considering at this time a 12-hour schedule or night shifts.