Technical support specialist

На данный момент Leading support specialist, technical specialist of Advertising services.

Мои компетенции и опыт

Started at Yandex Games for developers as a support specialist in social media. At that time responded to questions, requests and inquiries, helped to resolve issues of game developers through chat and comments. Also worked with such CRM systems as Zendesk, AmoCRM and Usedesk. 

Became a leading specialist in half of a year. This role requires to cooordinate the work of our agents, to form our tone of voice and communication policy. Also taking part in decision making on networking with Product and PR teams, collecting feedback on our instuments, updates, requirements etc. Futher presenting data analysis on our community's needs and experience to other teams. Was involved in the searching, selecting, interviewing and recruiting of new employees. Evaluated professional and personal qualities of candidates based on CVs and in face to face meetings. Defined a training program for new specialists and implemented it. Gently and gradually introduced newcomers to the team's work processes and conducted test assignments. Now monitor and enhance the quality of responses to developers' inquiries. Also help our employees with a comprehensive understanding of the service. 

As a technical specialist, I assemble our team's KPIs and arrange them into dynamic graphs and tables. For this purpose, I use basic knowledge of SQL, including the use of formulas to process large amounts of data. 

Above all, I operate as an SMM-specialist and perform monitoring of mentions of the service, its tools and events in social networks and mass media through listening tools. This role is concerned with formulating queries, improving them based on the results obtained over the period. Then collecting and providing statistics to the teams responsible for content and employee advocacy.