Position: Technical Support Lead
Category: Support
English level: fluent
Years of experience: 7


Working with Jira, Azure DevOps, Docker, and Postman.

Managing teamwork.

Managing the ticket flow

Working with tickets in the CRM system, Help Scout, Intercom.

Working with TFS.

Managing teamwork.

Training new-hires.

Acquainting new hires with subtleties of workflow, policies and procedures of solving tickets.

Performing monthly QA.

Managing knowledge base for project.

Assisting customers over the phone, via e-mail or live chat.

Working on several projects simultaneously.

Working with plane tickets through Amadeus 

Providing customers with relevant information in a professional and timely manner in order to achieve performance objectives. 

Providing customer with appropriate solutions and alternatives in order to resolve their case. 

Assisting customers over the phone, via e-mail or live chat.

Training new-hires.
Understanding the customer’s needs to help them exploit our software

Customizing workflows based on the profile of the customer

Customer Onboarding

Creating cold emails data bases

Cold outreach

Promo campaigns for product updates

Working with Campaign Monitor, Snov.io