Maksym Andreiev Email & Phone Number

Kharkiv Region, Ukraine

- Lead the investigation and isolation of unique and challenging problems collaborate with product development teams and other support groups to devise a plan for resolution that meets the customer’s needs.- Maintain high levels of customer satisfaction, both external and internal customers. Delivery of support within predefined service level agreement.- Define methods and process to lead both customers and internal resources through technical issue deconstruction and analysis.- Provide direction to others on the management and analysis of issues, review solutions, review technical documentation for accuracy and depth, and deliver technical training.- Interact with Support Ticketing, Bug Tracking and Knowledge Management systems to share incident and error information in a consistent format on a timely basis.

Kharkiv, Ukraine

- Providing clients with the basic information via email and chat (responding to queries, creating and sending guides, workarounds etc.);- Providing inner and outer client service companies with basic and technical information, as well as coordinating the mutual work on clients' PCs, Macs and servers;- Communicating with third-party software service teams of client and technical service;- Installation/reinstallation/troubleshooting of software on clients' PCs, Macs and servers via remote access;- Update/configuration/troubleshooting of clients' OS to ensure the proper operation of official software (working with the registry, frameworks, third-party software etc.);- Installation/update/troubleshooting of certificates on client's PCs, Macs and servers;- Working with the client DBs (creating various queries, creation/update/removal of entities, tables, stored procedures etc.);- Creation and configuration of integrations with third-party applications and services (creation/update of manifests, JSON files, work with MS Azure, Office 365 etc.);- Working with different bug reporting tools;- Logging cases accurately in Microsoft Dynamics CRM adding as much detailed information as possible;- Collecting resolutions of most difficult issues in knowledge base;

Kharkiv, Ukraine

- Communication with English speaking customers via chat, email and phone;- Providing general computer support to new or existing clients with outstanding customer service on every contact;- Optimization PC performance, installation/update/troubleshooting of software, resolving hardware and network issues;- Collaborating with or escalating cases to the development department;- Creating new knowledge base articles;

Ukraine

- Provision of technical and financial advice;- Work with databases;- Installing and configuring computer hardware operating systems and applications;- Monitoring and maintaining computer systems and networks;- Troubleshooting system and network problems and diagnosing and solving hardware or software faults;- Following diagrams and writing instructions to repair a fault or set up a system;- Setting up new users accounts and profiles and dealing with password issues;- Leadership of a group of agents;