Responsibilities: - Built a support team and support processes from scratch. - Developed and implemented a support team model and an algorithm for interacting with users; - Created and manage a multinational fully remote support team - Providing support to customers from all over the world in more than 15 languages - Creation and implementation of a bug-hunting system - Development and support of communities in Telegram and Discord channels - Selection, implementation and administration of CRM for support (in particular, Omnidesk) - Solving organizational issues to ensure high-quality user support 24/7 - Improved the quality of customer service, metrics, reporting, CSAT (more than 90% of users rate the work of the support team as "Positive") - Development, filling, and administration of a knowledge base for internal employees and for external users. - Established close collaboration and relationships of the Support team with other senior members of the team. - Creation of prompts for ChatGPT and image generation neural networks, for creating content in communities

Specific Duties​: - Built a support team and support processes from scratch. - Defined & implemented the support model, strategy, tools, processes, and rules of customer engagements; - Providing professional, reliable, multilingual and transparent technology support services to remote clients through multi-channel intake systems including chat, email, ticket, portal, etc. - Defining hire, manage, and grow a team of Support's personnel capable of supporting different Level requests from a wide range of customers; - Created a system of employee motivation (setting and achieving KPIs); - Improving the customer experience, metrics, reporting, customer satisfaction, and critical incident management; - Managing incidents related to escalations, outages, resource issues, processes, or client complaints to a successful resolution between all parties; - Administering Zendesk; - Developing and managing the support processes, templates, best practices, documentation in a knowledge base; - Defining and Developing onboarding process, training plans, and growth path for support resources; - Close collaboration and develop relationships with other senior members of the team; - At the beginning of the Covid pandemic, a smooth, fast and efficient transfer of employees and processes to a remote mode of operation was implemented.

Specific Duties​ and Achievements: - Organized the work of the Customer Support in the Siberian and Far Eastern regions; - Created a system of recruiting and hiring employees, conducting personal interviews; - Created a system of employee motivation (setting and achieving KPIs); - Formulated training and training programs for employees; - Established effective communication with account managers to improve the quality of service and customer satisfaction; - Management of critical incidents; - Resolving conflict and disputable situations within the division; - Coordinating the work of the Support with other departments of the Company; - Interacting with customers (B2B) at all levels (from ordinary employees to top management); - Interacting with telecom operators; - Solving directly technical problems (configuration, diagnostics, equipment testing); - Reporting on the Support's performance.

This position combined several responsibilities. As Senior Support Engineer: - Communication with customers; - Customer consultation on technical issues - Support of company services; - Diagnostics and troubleshooting of equipment Cisco, Juniper, Telco, Axerra, iDirect, Huawei, Audiocodes, IDNX, xDM; - Interaction with technical department and sales department; As Customer Success Manager: - Representing and supporting the interests of several large VIP clients (banks, airlines); - Consulting the customer on setting up and integrating business processes into the logic of the services provided. - Support and maintenance of SLA; - Support customer's interests in a dialogue with the Company top-management.