Almaz Faskhutdinov

I have spent close to 3 years working at Gcore. During that time I have taken on positions of a customer support officer for 7 months and was subsequently promoted to a position of a senior customer support officer, where I have spent close to 2 years. In that time, my duties included: Monitoring the quality of the Support Team (L1) and L1 Response SLA according to the tasks; Responding and processing all tickets from VIPs in Zendesk according to the workflow; Overseeing the day-to-day operations of the Support Team; Providing any kind of consultation for leads, customers, users and colleagues about the services' functionality, diagnostic and regulations according to the tasks; Semi-advanced troubleshooting, that means attempting to resolve complex and uncommon issues, based on the internal documentation and help of product teams; Cooperation with the product teams to solve customers' complex requests; Assisting customers with advance products' setup; Managing the company's internal documentation, which applies to products/features/options diagnostic and regulations (workflows), updates and creation in Jira; Increasing the competencies and knowledge of L1 in their direction (including creation of practice tasks etc); Responsibility for the Support Team training, examination and certification according to the workflow; Participating in the hiring process in the department; Acting as the primary point of escalation for any issues or disputes related to SLA adherence; Regularly reviewing and analyzing SLA performance, identifying any trends or issues and implementing corrective action where necessary; Leading the escalation process, ensuring all escalated issues are resolved in a timely and satisfactory manner; Developing and implementing escalation procedures to improve efficiency and customer satisfaction; Collaborating with the product teams to address escalated issues, providing them with detailed task reports and customer feedback; Some of tasks I've done that weren't a part of regular duties include: A manual quality assurance of customer experience with the DNS service; Managing and leading the translation of the internal wiki into English.