Head of Support Department

- Creating a Support department; - Creating a general workflow for Support team; - Implement workflow of Issues escalation to appropriate team; - Developing and achieving objectives and goals for Support team; - Weekly and monthly management reports (by request); - Setting and implementation Zendesk to the support team; - Set-up, manage and improve standards and procedures within the team; - Setting the KPI for each team member; - Training of new team members; - Review general and daily priorities; - Cooperation with RnD, QA, DevOps and Sales departments; - Organise stage of regression testing; - Customer support; - Writing bug-reports, work with task-system (Jira); - Writing technical documentations, knowledge base articles and tutorials; - Creating an Account Management department; - Creating a general workflow for Account Management team; - Developing and achieving objectives and goals for Account Management team; - Commercial offers standardization for support services (hours, prices, trainings etc); - Improving customer relations (we are working to make them happy);