Position: Technical support engineer
Category: Project Manager
English level: basic
Years of experience: 4

Training of 40+ engineers to work on the first line of technical support per year
Analysis of the training program and continuous improvement based on the requests of the heads of the technical department
• Management of the technical support team, in order to achieve a high level of customer satisfaction and success, which was measured with the help of specific KPIs
• Successfully managed a team of up to 10 assigned support engineers
• Defining goals and providing directions for faster growth and productivity of the team
• Monitoring team performance and reporting on indicators
• Interaction with communication operators, Voip-providers, contractors
• Solving non-standard customer requests and their implementation
• Collection of data and creation of reports on possible improvements in the functionality of the system
• Creation of reports on incorrect operation of the software and transfer to the development team for correction
• Organization of interaction between company departments
• Description of processes and work rules in a single database