Oksana Baranova Email & Phone Number

Main Responsibilities:• Technical support of services launching for new and existing customers (local enterprises and regional aggregators);• Creation of technical tasks (RFC) for technical department for services setting;• Collecting all the required data (IP address, phone number, mailing details etc.), communication with customers.

Main Responsibilities:• Onboarding and mentoring;• Support Weekend / Holidays Schedule creation;• Instruments and tools for Support searching and agreement;• Rules, instructions, regulations, Knowledge Base creation;• Manage and resolve escalated issues;• Control the workflow of Support Specialists keeping SLA• Backup for VoIP Routing manager (profit monitoring, implementation of changes in the routing map, searching for alternatives etc);• Cooperation with Account Managers, Financial Department etc.

Main Responsibilities:• Troubleshooting - 2st level support for B2B and B2C (internal issues, partners’ related issues; VoIP and SMS);• Backup for Routing and Product Team (profit monitoring, implementation of changes in the routing map, searching for alternatives etc.);• Quality traffic monitoring (including off-hours);• Tests/tasks prioritizations.

Main Responsibilities:• Pro-active VoIP traffic monitoring;• Troubleshooting - 1st level support for B2B and B2C (VoIP and SMS);• Maintaining all open trouble tickets in company's Ticket System;• VoIP route testing;• Communication with operators for all customer support related queries;• Maintaining technical information in the billing system;• Supporting actual routing table;• Reporting.

Main Responsibilities:• Managing a team of specialists from Technical Support Department• Control the work of specialists at 1st level (checking the reports, control in live time)• Assisting in developing business plans to meet company needs;• Resolving problems with VIP clients;• Making monthly reports of employees’ performance;• Recruiting, conducting interviews with candidates and choosing appropriate one; onboarding and mentoring;• Providing trainings for Support Specialists as well as for Copywriters;• Making a schedule of employees’ work;• Collaboration with managers of other departments;• Taking active part in development of company etc.

Main Responsibilities:• Consultation about services of IP telephony provided by a company via phone, email, live chat and Skype;• Technical support at 1st and 2nd levels (providing immediate solutions of problem where it is possible and solving problems that need more time and qualification);• Creation of tasks for specialists from other departments (system administrator, financial department etc.) and collaboration with them for issue resolving;• Diagnosing, identifying, researching, documenting and resolving incidents/problems;• Pre-active service testing;• Making commercial offers and preparing contracts, invoices etc. together with financial department;• Making reports of done tasks during a working day;• Selling additional services (like IVR menu, Voicemail, greeting message etc.);• Preparing e-mails about new services, company’s offers etc. and sending them;• Working with billing system;• Writing unique articles for English version of website and posting them;• Taking part in development of company etc.

Main Responsibilities:• Making a lesson plan outline;• Working with Methodists;• Searching interesting and useful material for teaching students;• Conducting lesson using communicative methods;• Making reports of students’ presence;• Evaluating students’ progress in learning English;• Teaching either corporate clients or children of preschool age;• Taking part in methodological trainings.