Maksym P. Email & Phone Number

Ukraine

Key responsibilities:- Provide customer support through phone and email communication.- Troubleshoot hardware, software, and network issues for end-users(Windows, Android, iOS).- Grant access to systems as requested by users.- Document issues and user interactions via ServiceNow.- Follow up on unresolved user issues using the ticketing system.- Escalate issues that cannot be resolved at the first level of support.- Maintain an up-to-date knowledge base and FAQ to assist other teams in resolving common and new issues.- Manage user accounts.

Remote

Key responsibilities: - Responding to customers inquiries in accordance with SLAs- Provide appropriate solutions to maintain high customer satisfaction- Conducting case escalation- Writing technical documentation and other self-help content- Optimizing our support process- Improving internal documentation

Cherkasy, Ukraine

Cherkasy Region, Ukraine

My scope of work in Gera-IT can be described as a hybrid of Quality Assurance & Customer Support, implemented mainly for the development of the TestCaseLab tool.Key responsibilities:- Familiarize with the product;- Search, reproduce and report issues;- Plan, maintain and perform manual testing;- Participate in Project Processes: Daily Calls, Sprint Planning, Retrospective;- Research and resolve users issues;- Proper escalation of unresolved issues to the appropriate internal teams;- Ensure accurate recording and closing of all issues;- Gather feedback from customers, propose system technical and functional improvements;- Write and update the knowledge base of the product; - Deal with subscription issues(payment decline, automatic billing failure, double payments, and refunds);- Send invitations for product demonstration, provide demo on-demand, close deals.