Head of Support and Account Managers departments
08.2015 − 05.2017 (1 рік 8 місяців)
- 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);
08.2013 − 07.2015 (1 рік 11 місяців)
- Customer support;
- Hoster provider stage support (Linux based);
- Work with Database;
- Back-end and system support;
- Partially front-end support;
- Different engine type environments support (Java, PHP, Ruby, .Net);
- Fixing technical issues of different origin;
- Issues escalation;
- Issues describing and registration;
- Writing technical documentations, knowledge base articles and tutorials;
- Manual testing (regression based on test cases);
- Cooperation with development, QA and operations teams;
- Writing bug-reports, work with task-systems (Jira, Zendesk).
- Improvements ideas integration to support team