Position: Customer Support Specialist / Support Engineer
Category: Support
English level: fluent
Years of experience: 5

-Retained a valued customer by leading a Hypercare team
-Handled high volume of technical requests and retained good quality of work done
-Was able to learn the ropes of a new position while bombs and shells flew over my head
-Able to handle stress very well
Skilled Support Engineer successful at improving customer satisfaction and resolving client issues by using sound
judgment, good technical background and compassionate nature. Resourceful, stress-resistant professional with
diligent mindset and desire to help both customers and colleagues.
Experienced in providing comprehensive technical support, assisting the client with both technical and nontechnical requests and communicating quickly and efficiently. Able to learn fast under various circumstances.

On my previous positions, I had the following responsibilities:
-Assisted in creating technical documentation for internal use
-Created and maintained customer documentation with illustrations
-Proofread existing documentation and website text
-Actively tested new product updates and created bug reports
-Collaborated with product team on UI improvement based on client feedback
-Onboarded new clients, performed presentations on product functionality
-Promptly resolved clients issues and concerns where possible, worked with product team on resolving
the issues as soon as possible when required
-Constantly engaged with clients in phone support
-Processed a high volume of tickets while keeping the quality up to company standards
-Engaged with clients in online chats with highly positive ratings
-Improved customer satisfaction with reactive actions and proactiveness
-Communicated with clients to identify roots and causes of product issues
-Collaborated with vendors to resolve customer requests
-Monitored systems in operation and quickly troubleshot errors
-Installed fixes on client environments
-Made product configurations for the clients, assisted in solving the issues invoked by improper
configurations
-Investigated reported issues, prepared a bug report for developers if the source of the issue was a bug
-Led Hypercare initiative for one of our clients, improved customer satisfaction with the product and
retained the customer
-Adapted to the needs of different customers with different configurations and technical requirements
-Configured and tested new features for the clients during initial implementation phase
-Created user accounts and assigned permissions
I prefer not to work with calls, and do not want to work with 'cold' calls specifically. I prefer working with the technical side more than directly communicating with the client.