Olegs Tananovs Email & Phone Number

Remote

Remote

Senior Technical Support Lead for Evernote Web, Mac, and Windows desktop clients. ❖ Responsible for identifying trending issues, categorizing them, and proactively engaging in conversations with the development team to determine priority and ensure issues are being addressed. ❖ Created a personalized support experience through quality written communication and thoughtfully crafted interactions. + All responsibilities of Technical Support Specialist listed below.

Remote

Technical Support Lead for Evernote Web, Mac, and Windows desktop clients. ❖ Specialized in supporting Evernote Web, Mac, and Windows desktop and legacy clients as well as Evernote’s search across all clients. ❖ Identified trending issues, categorized them, and proactively engaged in conversations with the development team to determine priority and ensure issues are being addressed. ❖ Regularly led all or part of cross-functional meetings to report out to the development team on the status of bug reports in Web, Mac, and Windows desktop clients. ❖ Researched and developed solutions to complex customerescalations. ❖ Educated and empowered, Evernote’s diverse customer base with thoughtfully crafted interactions. ❖ Onboarded and mentored new team members on handling support cases. ❖ Used SQL and Google Big Query to analyze and understand customer reported issues. ❖ Gathered and analyzed customer support data and created weekly reports to present to the product team. ❖ Thoroughly troubleshooted and escalated product issues to the development team. ❖ Maintained the knowledge of Evernote’s evolving features and products. ❖ Consistently met individual and team goals. ❖ Attended team, department, and company meetings to engagewith the Evernote Herd. ❖ Ensured that the top issues and feature requests are updatedon our tracker and clearly communicated to the developmentteam. ❖ Identified and reported trending issues to the TS team and Technical Support Management. ❖ Created training materials to prepare the CX organization for new product or feature releases. Executed successful training for the internal team.

Austin, Texas, United States

Customer Support Representative for Russian and English-speaking customers, supporting all clients and Evernote products. ❖ Created a personalized support experience through quality written communication in English and Russian. ❖ Educated and empowered, Evernote’s diverse customer base with thoughtfully crafted interactions. ❖ Resolved technical and account-related issues across all Evernote products. ❖ Thoroughly troubleshooted and escalated product issues to the technical support team. ❖ Built and maintained knowledge of Evernote’s evolving features and products. ❖ Contributed towards consistently meeting individual and team goals.

Austin, Texas Area

Customer support representative for the Broadcast Media Production and Distribution company. Provided outstanding customer support through phone, email, and live chat.