Mariam Vardanyan Email & Phone Number

Düsseldorf, Nrw, De

Mülheim An Der Ruhr, North Rhine-Westphalia, Germany

- Working in an agile team as a technical expert for the work management software and its integrations- Estimating stories, creating stories, participating in prioritization of stories, supporting Product Owner and Business Analyst- Working on projects, creating timelines for projects, creating corresponding stories/tasks- Working on improving service quality by creating new processes, dashboards and improving SLA criteria- Configuration and further development based on international requirements - Provision of interfaces between software solutions - Identification of risks and challenges in technical solution concepts - Development of creative solutions for complex problems - Ensuring the operation of the application's support by setting up Salesforce interface and reporting system- Supervising 3rd level support team to ensure support quality - Providing training, workshops, demos and Q/A sessions to our stakeholders- Getting feedback from stakeholders regarding the service quality and application quality and turning the feedback into actionable steps to improve the quality and increase the adoption of the tools- Management of our external service providers and development partners

Yerevan, Armenia

- Utilize advanced troubleshooting skills and root cause analysisto facilitate timely resolution of customer issues- Replicate and report bugs to the Engineering team and workwith them to resolve customer issues as soon as possible- Work closely with Account Managers to ensure high quality of support and customer satisfaction- Handle escalations from Tier 1 Team and work on complicatedissues, train Tier 1 Team on troubleshooting and soft skills- Act as Incident Coordinator during outages and major incidents- Act as Tier 1 Team manager when the manager is on Time-Off- Work closely with the Development, Network, Documentation,Security and Customer Experience teams- Provide received feedback from customers to Development and other teams and provide customers with workarounds and utilization tips

Armenia

- Utilize advanced troubleshooting skills and root cause analysisto facilitate timely resolution of customer issues- Replicate and report bugs to the Engineering team and workwith them to resolve customer issues as soon as possible- Work closely with Account Managers to ensure high quality of support and customer satisfaction- Handle escalations from Tier 1 Team and work on complicatedissues, train Tier 1 Team on troubleshooting and soft skills- Act as Incident Coordinator during outages and major incidents- Act as Tier 1 Team manager when the manager is on Time-Off- Work closely with the Development, Network, Documentation,Security and Customer Experience teams- Provide received feedback from customers to Development and other teams and provide customers with workarounds and utilization tips

Armenia

Armenia

- Provide frontline support to customers via calls, chat and email- Effectively utilize support/diagnostic tools, case managementsystems, use/update knowledge base articles, and communicateeffectively through case documentation- Escalate possible issues to Tier 2 team

Armenia

Yerevan, Armenia

Yerevan, Armenia

- Maintaining Customer Relations Management (CRM) system- Contacting customers by email and phone- Gathering information from various internet sources- Preparing and sending over mailers- Preparing marketing materials- Participating in the company's websites maintenance- Maintaining the Company accounts in social networks- Holding surveysOrganizing, maintaining and moderating webinars