Position: Customer Support Engineer
Category: Support
English level: fluent
Years of experience: 3

Additional skills:

-	Microsoft Outlook;
-       Elastic (Kibana);
-       Atlassian (Jira, Confluence);
-       Amazon Workspaces;
-       Basic SQL knowledge;
-       XML;
-	ServiceNow fluent user;
-       Knowledge of MS Word and Google Docs;
-	Zendesk;
-	Roundcube;
-	Bitrix24;
-       Bamboo;
-       X-Lite.

Personal qualities:

-	Stress-resistance and patience;
-       Self-motivation; 
-	Willingness to learn;
-	Attentiveness (plan and goal KPI results)
-	Multitasking;
-	Team worker.
- August 2019 till now. Support Engineer in the US Telecom Expense Management company. 

Responsibilities: 
- troubleshoot technical queries and issues within agreed SLAs (ServiceNow platform oriented + work with Jira tickets);
- cooperate with the Product team (logs analysis, hotfix testing, and its implementation)
- set configurations, create and analyze workflows (ServiceNow platform)
- communicate with customers` technical teams 
- create KB articles 

- 2017-2019. Customer Support Agent in a company, oriented on the American market, that offers educational services. 

Responsibilities: 
- assist customers in Zendesk ticketing system, chat, via phone and email;
- help to solve various issues including tech and billing ones;
- receive, process, and track orders.
Primarily I consider shift work on the position of a support engineer with a technical growth prospect.