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

Technical support engineer

Київ

1 000 $

24 роки

повна зайнятість

Оновлено 2 дні тому