Position: Customer Support Team Lead/Trainer/Supervisor
Category: Support
English level: fluent
Years of experience: 5

- was able to raise fully working support process for the company (ticket handling procedures, some of the CRM settings, bug reporting procedures, KPI tracking;)
- held a lot of lectures and workshops during the training process;
1) March 2017 – December 2018 as Customer Support Representative.
- assist customers with issues in chats and tickets. Issues were mostly related to the hosting and SSL certificates;
- the writing of technical articles for both internal and external knowledgebase for customer’s use;
- assistance in preparation for workshops on the technical subject;
- reporting on any bugs and issues in Jira;
1a) January 2019 – February 2020 as a Full-Time Trainer/Supervisor/Lead Supervisor;
- management of onboarding process for newcomers (3 to 15 people);
- mentorship towards newcomers, assistance with their direct chats, monitoring their performance;
- holding weekly performance one-on-one meetings, providing them with feedback;
- mentoring of part-time supervisors, management of part-time supervisors’ tasks;
- management of the full supervisors’ team (1 to 3 people) (as a Lead Supervisor);
- taking part in the creation and holding educational events for newcomers (lectures and workshops on hosting basics/SSL Certificate/Business Communication/Customer Service Skills/Social Engineering/etc.);
- making decisions on successful onboarding completion or dismissals (as a Lead Supervisor or trainer);
- providing feedback about newcomers to their further direct managers;
- updating the lectures, constantly work and update the supervision/training processes to make them better;
- assist/hold interviews for those who wanted to make an internal transition (e.g. from a customer support representative to supervisor), 
2) May 2020 – February 2021 – Customer Care Expert.
- assist customers with issues in chats and tickets. 
3) March 2021 – August 2021 – Product Support Team Lead
- working with enterprise customers, assisting them on the product questions;
- testing product application behavior, reporting bugs in Jira;
- defining full support processes for the company, weekly reporting to the higher management about KPIs and progress;
- writing internal and external knowledgebase articles;
- team management;
4) September 2021 - current - Technical Onboarding Specialist/Integrations engineer;
- working with enterprise customers who likes to integrate the product;
- deliver technical training on tools and procedures about the product;
- working with the project of customer integration, creating and managing epic tasks on Jira;
- no night shifts (may work evening hours, but mostly prefer '9 to 5' jobs);
- no working on weekends;