Position: L4 Support
Category: Support
English level: fluent
Years of experience: 6

I have 7+ years of experience in providing service and 5+ years of experience in technical support. Main thing that I achieved throughout these years is deep understanding of people's needs and the best scenario of service in any business sector. 

Helpware. 
Built up documentation base from scratch. 
Built up the team from 3 to 7 members.
Learned all basic and advanced steps of troubleshooting and became the person to take escalations and transfers. 

Nextiva
Was the first employee who opened up next level of support in Ukraine in 4 month after start date.
Completed all available internal certifications in 5 months after start date and became a manager of 14 team members.
As a phone agent with 40 technical calls daily did not have a single escalation call to the manager during all 5 month of work.
As a manager have built up friendly team spirit along collegues, created multiple techical trainings, built a unique plan for improvement and growth for each team member and has spoken with dozens of escalations with managing critical incidents for customers. 

Very Good Security
Learned SQL in practice
Learned Python in practice
Became incident manager and helped to build the process from the scratch
Multiple documentation created
Improved internal processes in the team
Resolved hundreds of deeply technical requests via calls, emails and chats. 
Created dozens of customizations in Python for additional functionality upon the proxy.
Very Good Security
Technical Support Engineer 

- resolving customers' issues via Zendesk, SalesForce and in Slack;
- communication with developers and creating Jira tickets for them;
- adding internal and external documentation;
- writing Python Larky (modified Google Starlarky) additional functionality upon the proxy;
- troubleshooting and resolving issues with requests to reverse and forward proxy and with data flow through proxy;
- configuring different product architecture for multiple customers, assistance with their integration; - having additional work related project.

Nextiva
Customer Service Manager

- leading agents to resolution of the customers' issues while holding them accountable on the basic troubleshooting steps;
- making sure calls are productive and customers receive amazing service;
- creating positive sense of urgency and positive environment on the support floor;
- responsibilities for the calls and cases quality management;
- following up with the agents on the internal coachings, customers' surveys, QAs and feedbacks from other departments;
- completing 1 on 1s with agents each month;
- taking the escalations and addressing them to the right departments

Nextiva
Voip Technical Support Specialist

- providing amazing service to customers over the phone and email;
- setting up VoiP accounts and features;
- troubleshooting customers' network with remote sessions;
- escalating the issues to higher departments if needed.

Helpware
CS Tier 2 Rep / Team Training Lead
- categorizing new tickets;
- answering new and open tickets;
- fixing customers' issues with troubleshooting steps and crediting tools;
- preparing weekly reports with all product issues sum up for the project manager;
- training newcomers and involving them in the current workflow.


Samsung Electronics
Online Support Representative

- providing customers with the technical support and
manual instructions about Samsung technics.
I am looking for a position as technical support engineer with: 
- challenging engineering tasks in Python,
- opportunities to grow with and within the company, 
- friendly and passionate team,
- good social package.

I am looking forward to work in the product(!) company that cares about people: its customers and employees. 
If product is related to AI, it is a huge plus.