Technical Support Specialist | Technical Writer

Experience

- Email, chat, screen-sharing sessions and telephone customer support;
- Handling high priority customer support requests;
- Creating and maintenance of online Technical and Help guide;
- Close collaboration with the Sales Dept.;
- Creating email templates and issue solutions;
- Troubleshooting;
- Strong analytical skills;
- Reporting bugs to development team;
- Application manual testing.

Technical background:
- HTML, CSS, XML (debugging),
- basic JavaScript,
- Adobe Creative Suite,
- PDF optimization,
- video and audio encoding.

OS:
Windows 98-XP-7-8-10,
Mac OSX 10.8-10.11

Skills

English Screen-sharing online sessions Support on chat Support on email Support on Skype/phone Translations Adobe Acrobat Adobe Photoshop troubleshooting Workarounds Manual Testing (QA) SVN CSS HTML Networking Salesforce Adobe Flash Adobe Illustrator User Interface (UI) XML JavaScript

Highlights

Top influencer on Salesforce. Over 1000 customer support requests handled. About 150 email templates created, with the most frequent issue solutions. 24 ideas posted in the corporate Ideas bank on the software improvement. 105-paged online Technical help guide created and maintained. Link: http://helpdocs.emagcreator.com. Company website Russian translation provided.

Looking for

Informal environment. Friendly atmosphere. Helpful colleagues. Possibility to work remote. Adequate management.