Ivan Gavrylin Email & Phone Number

Львов, Львовская Область, Украина

• user support on complex technical issues• mentoring of support managers• helpdesk administration• communication with developers• structuring the support department• development of the KPI system• thinking over the development strategy of the support department• quality control of the support service

Lviv, Lviv, Ukraine

• customer support, processing incoming requests;• consultations on setting up the product and the logic of its work;• detection of errors in the product during communication with clients, testing of the product and Personal Account;• reading logs to understand what happened and to find errors;• bug reporting to Trello and Gitlab;• finding a possible solution on my own and with the help of developers;• training and assistance to trainees;• writing documentation on the functionality of the platform in the Knowledge Base;• administration of user accounts, if necessary (changing a subscription, checking whether it was previously used in the admin panel).In my work I used Trello, UserEcho, Bitrix24, Freshdesk, Freshchat, UserEcho, GitLab.

Kyiv, Kyiv City, Ukraine

• working with incoming calls for registration of applications for the departure of the master / provision of services / registration of guarantees. • telephone consultations on setting up Smart TV, fixing problems with household appliances, electronics, etc. • remote connection to clients to clean a PC from malware/adware, optimize device performance. • advice/assistance on the use of electronics. • almost all of the above was also carried out in online chats. • calling customers in the list in order to register their device and the service that was purchased for it (enter the data in the table).