Vera Velikaia

- Responded to customer inquiries via chat, handling initial requests, clarifying details, and providing expert advice on technical setup and configuration. - Assisted users with software installation on servers, configuring trackers, and implementing workflows in Keitaro, ensuring smooth operation and functionality. - Collaborated with the development team to clarify technical details and resolve complex issues. - Maintained and updated internal documentation to ensure accuracy and relevance for both team members and users. - Tested tracker, created testing scenarios, and reported bugs by documenting tasks in the issue tracker. - Explored and utilized tools such as browser extensions, Bash terminal, code editors, API services, and hosting platforms to assist with customer requests.

- Processing and solving user requests: Efficiently manage and resolve written user inquiries, providing advice and support across two support lines. - Multi-line order execution: Execute tasks on three lines, ensuring smooth workflow and timely completion of requests. - Response quality control: Maintain high service standards by monitoring and assessing the quality of responses. - SLA monitoring: Ensure adherence to Service Level Agreements (SLA), track performance, and resolve compliance issues. - Team process development: Lead and optimize internal processes for increased efficiency and collaboration. - Mentoring and coaching: Provide guidance and support to team members, fostering their professional development. - Cross-functional collaboration: Coordinate with different departments within the company to resolve complex issues and ensure smooth operations. - Partner interactions: Liaise with project partners to address and resolve incoming concerns. - Technical troubleshooting and testing: Utilize logs and APIs to reproduce errors, conduct tests, and troubleshoot issues reported by users. - Report and documentation preparation: Develop reports, and user instructions, and update internal regulations to enhance operational transparency. - Jira task management: Create detailed tasks and bug reports in Jira, ensuring effective issue tracking and resolution. - Knowledge base development: Update, maintain, and create knowledge base articles to ensure relevant and up-to-date resources for the team. - Product improvement and feedback: Analyze weak areas of functionality and propose actionable improvements to enhance product performance.

- Processing and solving user requests: Managed and resolved user queries across two support lines, providing accurate advice and solutions. - Deputy team lead: Acted as the deputy team lead, supporting team operations and ensuring consistent service quality in the absence of the lead. - Order execution across three lines: Effectively processed and completed orders on three lines, ensuring operational efficiency. - Cross-functional collaboration: Worked closely with various internal departments to resolve complex issues and streamline workflows. - Technical troubleshooting and testing: Utilized logs and APIs for error reproduction and testing, providing detailed diagnostics to resolve user-reported issues. - Task and bug reporting in Jira: Created and managed detailed tasks and bug reports in Jira to track and prioritize technical issues and improvements. - Product improvement tasks: Identified weaknesses in functionality and set tasks for development teams to implement solutions and enhancements. - New employee training: Led the training of new employees, ensuring they acquired the necessary skills and knowledge for their roles. - Knowledge base development: Updated, maintained, and created knowledge base articles to support team operations and user inquiries.

- User support across multiple channels: Provided timely responses to user inquiries via email and chat on 2nd and 3rd support lines. - Advising users on Yandex products: Delivered expert advice and solutions to users, addressing issues specifically related to Yandex services. - Collaboration with development and testing teams: Relayed critical information and feedback to developers, managers, and the testing department to assist in product improvements and issue resolution. - Problem-solving for complex issues: Handled and resolved problems of varying complexity, ensuring a smooth user experience. - Task creation in issue tracker: Created and managed tasks in the tracking system, ensuring proper documentation and prioritization of issues. - Working with specialized product knowledge: Managed complex requests that required in-depth knowledge of the smart home system and its functionalities, providing tailored solutions to users.

- L2 support for user inquiries: Provided detailed responses to user messages via email and chat, offering Level 2 support for more complex issues. - Yandex product expertise: Advised users on technical and functional issues related to Yandex services, ensuring high-quality support. - Information relay to development teams: Communicated critical information and feedback to developers, managers, and the testing department for effective problem resolution and product enhancement. - Problem-solving across complexity levels: Tackled and resolved issues of varying complexity, maintaining a high standard of service. - Task management in tracking system: Created and documented tasks in the issue tracker to ensure proper tracking and resolution of user-reported issues.