George Apostu Email & Phone Number

Romania

Bucharest, Romania

-Second line of global support, maintaining a high standard level in delivering the service, meeting the KPI and the agreed SLA;-Responsible to interface with customers via Live chat and Help desk tickets on Zen-desk platform to address and resolve L2 technical and product support inquiries;-Debugging, troubleshooting and bug reporting;-Technical Support on API calls REST/SOAP/JSON-RPC and web-hooks;-Troubleshooting the API calls using POSTMAN;-Technical Support for merchants that were using 3rd party integrators like Shopify, Woocommerce, WIX, Magento, WHMCS, BigCommerce, WordPress;-Report and track bugs/faults throughout the support process, that will be logged in JIRA on Confluence pages;-Solving complex issues by communicating effectively with all the stakeholders involved;-Single point of contact, monitoring the platform and handling incidents;-Assign and escalate incidents in line with documented guidelines andprocedures;-Knowledge in using Kibana ELK;-Developing Incident Management procedures to adapt to the current production changes;

Bucharest, Romania

- Work remotely via phone or TeamViewer to provide complete solutions and service; - Perform specific services which include: - Software upgrades and installation - PC configuration and optimization - Troubleshoot software, hardware, network issues & peripherals - Remove spyware, adware and other malware; - Provide thorough documentation of all work. - Respond to client inquiries. - Help end users understand software. - Create, complete and close helpdesk tickets in accordance with established standards - Maintain skills required for specialization in computing. - Actively seek opportunities to increase and leverage skills. - Identify, diagnose, and correct problems in a timely manner with minimal supervision. - Identify, respond to, and resolve end user and computer problems in a Windows and macOS environment, including problem determination and resolution, reconfiguration of software and the application of patches and workarounds. - Install, maintain, analyze, troubleshoot, and repair operating systems and computer peripherals. These include, but are not limited to, problems with desktops, notebooks, printers and mobile devices. - Handle Helpdesk tickets and work flow, providing timely updates to both clients and tickets on a routine basis. - Determine users’ technical needs and provide them with appropriate solutions.

Bucuresti

- Offers Technical Support service for Bitdefender Consumer Products via email and remote sessions in order to ensure the Bitdefender business objectives.- Analysing various logs sent by the customers and deduct a possible solution for the issue encountered; - Helping the customers solve operating system related issues through the use of the Microsoft Knowledgebase or based on logs gathered by in house developed tools or tools such as the Sysinternals Suite. Approaches and solves requests arrived via the dedicated support channels - Shares technical information about the products with the other teams involved; - Acquires complete information in order to escalate complex issues to the upper tiers; - Build, assimilate, implement, audit and improve working procedures;