1. I've supported abonents in the telecommunication milieu (DOCSIS, IPoE, PPPoE, ATV, DTV, IPTV) via inbound calls and live chat (LV1-3 tech., fin. issues) and also assist tech. engineers along with the maintenances. I've experienced ServiceDesk, CUBIC, and Sender (I'm not quite sure about the app. name, but It was smth like that).
2. I've been a tech. support in the SMS Hub (A2P). My responsibilities were:
• Traffic monitoring;
• Traffic filtration;
• Routing management and troubleshooting;
• Routing testing;
• Troubleshooting;
• Supporting and assisting the clients and the customer managers;
• Managing some pool of tech.supp.dept. clients;
• Communicating and solving issues of B2B clients;
• Assisting/verifying payments (BTC, Fondy).
I've experienced Zendesk, Intercom, Testelium (SMS testing platform).
3. I've been an outsource tech. support in IT company. My responsibilities were:
• Sort and prioritise incoming tickets;
• Process the tickets (Jira)
• Notify devops about the issues (Slack, Zadarma)
• Communicate with customer’s NOC (Jira):
• Monitoring (Grafana);
• Keep a daily report of received and solved tickets (Google Sheets).