Працювала в 4 компаніях 5 років
Телекомунікації / Зв'язок, Освіта, Туризм / Подорожі / Пасажирські перевезення, Інше
Technical Support Lead/ L2 Engineer
Nextiva
Телекомунікації / Зв'язок
3 роки
06.2020 - 06.2023
- Training and assisting support representatives with responding to customer questions and inquiries and troubleshooting problems with services or products;
- Diagnose and resolve technical issues related to VoIP phone service, business applications, CRMs, device hardware, and networking troubleshooting;
- Documenting frequently encountered technical inquiries and their corresponding resolutions for the ongoing refinement of the knowledge base;
- Investigating and resolving intricate technical issues that have been escalated from Level 1 support;
- Engaging in cross-functional collaboration with the product development team to offer constructive feedback on recurrent issues and recommend enhancements;
Senior Customer Service Specialist
NetFix LLC
Освіта
4 місяці
01.2019 - 05.2019
- Managing and overseeing all inbound and outbound CS systems including telephone, email, tickets, CRM, and live chat functions;
- Supervising CSRs activities to ensure that customer issues are being resolved with the highest standards and providing proper feedback;
- Maintaining communication with staff and other departments to ensure the necessary workflow;
Super User
Runway Ltd
Туризм / Подорожі / Пасажирські перевезення
1 рік
01.2018 - 01.2019
- Obtaining, verifying, and evaluating agents' productivity, their core tasks and ensuring the resolution of issues promptly;
- Cross-trained and backed up other customer service representatives;
- Consulted with outside parties to resolve discrepancies and help identify tasks for further team development;
Sales manager
Sky Call
Інше
5 місяців
06.2017 - 11.2017
- Managing organizational sales by developing efficient templates and methods that contribute to the improvement of sales, revenue, and expense control processes;
- Coaching individual sales representatives one-on-one through phone work and prospecting help sessions to help them improve sales performance;
- Achieving growth and hitting sales targets by successfully managing the sales representatives;
Ключова інформація
Throughout 5 years of experience, I've gained a diverse background in customer service and technical support. This includes accumulating knowledge of various products (SaaS, B2B, UC platforms) and software and a strong understanding of how to pass the information to customers, CSRs, and product/development teams. In technical support roles, my main focus was on troubleshooting networks (SIP protocols, TCP/IP, DNS), web/desktop/mobile applications, supporting various types of integrations (Azure, AWS, CRMs, Broadsoft, Unity Kakapoo, Microsoft Services), VoIP.
Навчалась в 1 закладі
Київський національний лінгвістичний університет
Факультет перекладачів/Туризм
Київ, 2020
Володіє мовами
Англійська
вільно
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Українська
рідна
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Анна
Анна
Technical support engineer
![](https://cv-photos-original.rabota.ua/cdn-cgi/image/w=110/f9e33621-a11b-4343-a216-3c03529fa1a7.jpg)
Київ
повна зайнятість
Оновлено 2 дні тому