Customer Support Team Lead - 780

- Providing Remote Assistance Service to ensure product availability; - Investigating and solving customers' problems; - Quality control of the delivering services; - Analyzing and identifying customer needs - Managing Support Team as a Supervisor / Mentor; - Providing On-boarding training; - Managing shift work; - Keeping accurate shift reports; - Planning and execution of major team goals; - Regular Feedback to the team on key KPIs (Salesforce); - Responding and monitoring internal tickets (Jira); - Working with a knowledge base and filling information (Confluence); - Conducting special internal documentation - Solving problems in emergency situations; - Quality control of the delivering service; Experienced Customer Support Agent who is working in the information technology and services industry. Always working on myself and improving my technical skills as well as my management skills. Good ability to collaborate as part of a team. I know how to combine my passion for learning with my communication skills to grow effectively in IT. Skills Customer Support Expertise, Troubleshooting, Customer Support, Client Management, Technical Support, Team management, Ability to learn quickly, Good communication skills, English, Support, Customer service, Account Management, Ability to use positive language, Help Desk, customer success manager, Customer Care, Salesforce, JIRA, Confluence, Windows, Scrum, Agile, Microsoft Office, Team player, LogMeIn, MacOS, Team Leadership, Google Docs, Mentoring, CRM, Communication Skills, Trello Highlights As a Support Agent: - In the first year of the work was one of the first agent in the Support Department who passed external Apple Certified Support Professional 10.11 - Participated in the launch and testing of a new Support direction in our department - Solved a number of customers issues - Built a great relationship with my team - Helped to expend the knowledge base As a Team Leader: - More than 2.5 years as Sub-Team Lead / 1 Year as Support Team Lead - Formed a strong, experienced and motivated support team - Won internal team competition - Was a mentor for agents - Participated in improving Support Department