Iris Staro
Account Manager & Head Of Technical Support at MAGOWARE- Claim this Profile
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Topline Score
Bio
Credentials
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Foundations of Project Management
CourseraDec, 2021- Sep, 2024 -
Project Initiation: Starting a Successful Project
CourseraDec, 2021- Sep, 2024 -
Project Planning: Putting It All Together
CourseraDec, 2021- Sep, 2024 -
Leadership Skills
EPPC Albania & KosovoDec, 2020- Sep, 2024
Experience
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MAGOWARE
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Albania
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Software Development
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1 - 100 Employee
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Account Manager & Head Of Technical Support
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Nov 2020 - Present
Organizing every day tasks for the support engineers teamManage every day operations for clients and the productResponsible for supporting the company’s clients at all levels as part of a Helpdesk teamEnsuring that all hardware and software is configured and installed correctly.Maintain the companies network infrastructureMaintain and update companies serverDebug and report to development team, using JiraPerforming technical requirements analysis and handling unit testing sessionsContinues Documentation for product, features, problems using ConfluencePerforming given tasks accurately, within deadlines and effectively communicating relevant information to supervisorsConduct meetings with subject matter experts, key stakeholders and technical teams to ensure that issues with interface development and data migration are captured and addressed in the early phases of any development madePerforming training sessions for future system users working in different units within the organizationUsed HubSpot ticketing system and responded to customer queries in order to provide solutions for resolving user’s raising issues
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Pre - Sales & Sales Engineering Manager
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Nov 2019 - Nov 2020
Product presentation on technical aspect like servers, database,networkingFollowed up on customers / leads questions or problems during the trial periodAnalyze customers requirements on enhancements / features for the platformFollow up on product delivery, installation, and maintenance of the infrastructure to respect the companies contractConduct meetings subject matter experts, key stakeholders for marketing strategies, accordingly to the new implementations on the product sideUsed HubSpot CRM on each customer / lead history and follow upOrganize and Review solution with system users and development team to ensure that business requirements are met and provide alternatives to users in order to avoid complexdevelopment/implementation solutions
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Technical Support Engineer
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Nov 2019 - Nov 2020
Receive, analyze and scale customer problems accordingly using Freshworks System Tickets and JiraManage product deployment on customer infrastructure (Cloud or On-Premise), including installation of the product and all dependencies required. Build and maintain main infrastructure on Google Cloud for the productDebug and analyze system problems on servers and database (MySQL) sideResolve customer reporting's using the CRM support ticketMaintain the companies network infrastructurePerforming given tasks accurately, within deadlines and effectively communicating relevant information to supervisorsContinues documentation about product operational and usage side
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Customer Care Specialist
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Apr 2014 - Apr 2017
Use support ticket system to register and follow up on each customer problem or request for the serviceRun the necessary test on the platform (end-user application side) to understand the root cause of the problemReply to emails via support ticket systemManage incoming and outgoing calls to support the end user to resolve the problemProvide the necessary information for the product functionalities, usage and features.Remote assistance on client device (STB) for troubleshooting the network connection problemsPeriodic reports on supervisors with frequently technical or product problemsProviding information about the product functionalities via e-mail, company chat, calls
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Community
