Position: tech support /customer support/ support team lead/ head of support
Category: Support
English level: fluent
Years of experience: 5


TECHNICAL & SCIENTIFIC SUPPORT ENGINEER
-Deliver remote (telephone, online) and on-site troubleshooting and diagnostic support services
for software and hardware
- Resolve technical support inquiries via customer portal, emails and phone
- Deliver trainings for universities and research centers on products and solutions
- Online hardware/software trainings
- Produce knowledge content (FAQs, tutorials, best practice guide, onboarding program etc.)
- Participate in continuous improvements and elaboration of internal processes
- Escalate cases or feedback to PM and R&D, advise on changes to be brought
- Report bugs and improvements

TECHNICAL SUPPORT, PROJECT COORDINATOR
Provide support for software users via helpdesk, emails, calls and remote
sessions
- Resolve customer complaints and escalated cases
- Product installations and upgrades
- Provide web-based trainings for customers
- Train new team members
- Project planning: timelines and ETA creation
- Project implementations: conducting discovery calls with customers,
designing dedicated logic based on customers` needs, cooperation with PS/
Dev/QA departments, bringing projects to acceptance, negotiations with
partners
- Create Statements of Work and project-related documentation
Looking for a dynamic job , that will offer not only usual support duties as answering chats, emails and calls, but also a lot of communication with customers, new opportunities for growth and challenging tasks. 
Using my previous experience and understanding why support role is so important , I would be glad to try management role in customer support as well.