Position: Customer Support Manager
Category: Support
English level: fluent
Years of experience: 1


HOWLY, IT-SOFTWARE COMPANY	    
Customer Support Agent, full-time                                                                                                                         September 2022 – February 2023 
-	Providing support services for technical issues (about issues of computers and gadgets)
-	Worked through Zendesk software and Zendesk Chat
-	Provide excellent customer service through email and be ready to assist 40-60 users per day
-	Report and escalate requests to Quality Assurance and Development teams in order to improve the overall quality
-	Develop and maintain in-depth product knowledge and be on top of industry trends to provide top-class service
-	Successful communicated with clients. 8 of 10 cases are solved
-	Worked in team of 20 people

Follows KPIs:
	FRT(First Reply Time) - 18 sec/Fact (Must be 30 sec) ; ART (Average Reply  Time)-30 sec/Fact (Must be 50 sec);
	QA (Quality Assurance) score 93% of 100% overall
	CSAT (Customer Satisfaction Score) - 88% of 90%