Viktoria Alshina Email & Phone Number

- Writing texts from scratch for automation and articles;- Using HTML to layout articles in Zendesk Guide;- Updating content and monitoring projects;- Editing articles (fact-checking, proof-reading, stylistics and grammar);- Projects' analytics — how players create tickets, how automation works, etc.;- Communicating with other teams;- Developing structure of projects (chatbot, Zendesk guide);- Working with internal documentation (Jira/Confluence /Google docs);- Participating in brainstorms for projects' development;- Writing test cases in Testrail;- Testing projects;- Conducting UX research within the company;- Training chatbot's neural net;- Writing content for the chatbot.

- Responsibilities of Technical Support Specialist;- Reviewing and grading agents' messages using MaestroQA (spelling, stylistics and fact-checking);- Conducting feedback sessions;- Working with Jira, Confluence;- Writing reports;- Making recommendations;- Interacting with leads and mentors;- Participating in discussions and developing new policies;- Managing and writing for digest (tips on how to perform better and give better responses);- Coaching at the agent's request (helping with complex cases).

- Supporting players in Zendesk and in-game VIP chat according to SLA;- Writing documentation, instructions, reports;- Interacting with developers (bug reports, feature requests);- Monitoring and forwarding issues, fast reaction to alarms;- Visiting meetings;- Improving current processes.

- Replying to reviews in Google Play and AppStore;- Interacting with players on social networks- Replying to tickets in Zendesk;- Informing developers about issues;- Updating game's database in Russian and English;- Writing and sending daily reports.