Account Manager

• Jan 2023 - Present

Customer Happiness Specialist

• Mar 2022 - Present

Customer Support Specialist - Integrations

• Apr 2019 - Mar 2022

Being a part of the Support team, my responsibilities include: - Providing live chat and email support for clients - Providing Specialized Integrations Support - Creating and keeping up to date the internal documentation - Onboarding new employees - Continuously trying to improve the workflows and procedures - Investigating issues, Testing solutions and Creating tasks for the Engineering team Being a part of the Support team, my responsibilities include: - Providing live chat and email support for clients - Providing Specialized Integrations Support - Creating and keeping up to date the internal documentation - Onboarding new employees - Continuously trying to improve the workflows and procedures - Investigating issues, Testing solutions and Creating tasks for the Engineering team

System Administrator

• May 2016 - Apr 2019

I am a part of the 2nd level IT Security team and my main activities include: - Providing remote support for full disk encryption technologies. - Providing remote support for Identity and Access Management related issues. - Generating weekly and monthly reports with various statistics related to users that use a certain service, or access a certain application. - Managing accounts that use a specific application. - Improving the documentation and maintaining an up to date knowledge base containing the most frequent issues with the product. - Solving issues related to access rights on a certain Service. - Providing support in installing and changing the product. - Troubleshooting the issues that appear and providing the best solution for them. - Innovating the procedures with new applicable ideas. - Attending meetings with colleagues from other departments in order to improve the procedures of the service and find less time consuming solutions. - Offering 24/7 support on the phone. - Maintaining a good working relationship with the service desks and local support colleagues, and providing information on how they can do a change or fix a issue. Show less

Tehnical Support Engineer

• Mar 2015 - Nov 2015

- Offering support for the company's software (scanning, virus protection, email signatures) via email from the Zendesk ticketing system or on the phone. - Establishing a good working relationship with the customers and the software developers. - Testing and evaluating the company’s new technology. - Research technical issues. - Learn about product updates and new technologies. - Escalate tickets to development team on Jira platform. - Create KBs for internal and external use Show less