Optimization of service processes: I am participating in a project to merge two technical support services.

Transition to new technologies and cost reduction: I participate in the implementation of free software for technical support work.

Reorganized service processes: Reviewed and optimized work processes, resulting in reduced response times to customer requests and increased customer satisfaction.

Introduction of new technologies: Initiated and successfully implemented the implementation of a new ticket system.

Team development: Organized a series of training programs for employees, which contributed to the improvement of staff qualifications.

Project Management: Led the multi-channel support integration project, ensuring seamless customer support via phone, email and online chat.

• Analysis of requests for technical support and setting tasks for revision, based on the collected data;
• initiation of software upgdates related to changes in legislation;
• reporting on work done;
• maintaining project documentation;
• writing technical specifications

• Assistance of software developed by the company;
• official correspondence with users;
• work with workflow;
• work with the ticket system;
• Identification and resolution of major application failures (applications stops, application communication problems, etc.);
• software testing;

• Identification and diagnostic of software problems;

• collection of statistics;

• maintaining documentation for the department.

• Assistance of software developed by the company;
• Assistance of software developed by the company;
• work with workflow;
• work with the ticket system;
• control and management of the work of the subordinate department;

• Identification and diagnostic of software problems;

• software testing.

• L1-L2 support of clients on the operation of specialized software for court proceedings. Common questions about setting up and troubleshooting on:

• official correspondence with users;
  
• work with the ticket system;
• analysis of software problems, escalation to the software develoers.
• Windows (driver and service installation, firewall, user management etc.)
  

• Company website support (writing articles, selecting and adding media);
• debugging automatic mailings to agents; preparation of price lists for managers;
• preparation of presentations in the directions;
• active participation in the development of requirements for the new company website and its further testing;
• work with office equipment (reinstalling Windows, setting up corporate mail, preparing jobs for managers).

• Work with workflow;
• filling out the open data registry.