Support Engineer | QA

Experience

I Project | 05/2017 - 12/2018
— Provided excellent customer service through e-mails and chats in a timely accurate manner.
— Communicated customer feedback to the corresponding departments/staff in order to develop processes for better serving customers.
— Maintained reports on processed customer inquiries.
— Reported and escalated and incidents based on guidelines.
— Assisted with updating external client knowledgebases, as well as internal department documentation.

II Project | 01/2019 - 10/2019
— Solved customer issues through cross-functional interaction.
— Contacted with front and back offices and in certain user cases, via handling tools.
— Escalated issues and reported bugs to higher-level support.
— Provided technical and managerial leadership to the IT Support Team.
— Maintained and improved software support methods, standards across all supported applications and software.
— Communicated and drove customer needs and issues seen by the users towards application and content support process development.

III Project | 01/2019 - 10/2019
— Fixed issues using Microsoft SQL Management Server Studio.
— Updated the databases manually.
— Clarified issues and escalated them to developers.
— Identified and resolved issues in a timely manner.
— Created monthly reports manually.

IV Project | 11/2019 - present
— Providing customer support through JiraService Desk and live chat app.
— Defining customer’s problem, investigating it, and replying to the questions which don’t require development involvement.
— Reproducing reported issues during the support process.
— Collaborating with other departments in order to solve the problem ASAP.
— Defining complex cases and escalating to the development team.
— Documenting troubleshooting solutions that can be used to prevent future problems.
— Frequently communicating with colleagues about the progress of these tasks, impediments, and risks.

Skills

Adobe Photoshop Microsoft Office Adobe Illustrator Jira customer care support good communication skills customer service Confluence ability to learn quickly MS SQL Server customer support SQL Docker troubleshooting bug investigation Support on chat CRM English communication skills

Highlights

Experienced support engineer with proven ability to establish and maintain excellent communication and relationships with clients. Dedicated to identifying customer needs and delivering effective solutions to all problems. Stress-resistant and ready to join my next project!

Looking for

Interesting project and dedicated team!

Preferred language

Українська, English