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Work Background
Technical Support Team Lead
SkimProt ltd.Technical Support Team Lead
Dec. 2021• Oversee the day-to-day operations of the Technical Support Team • Act as a senior agent who will drive customer satisfaction through customer support • Act as a mentor and provide oversight, coaching and training to technical support staff • Be the point of contact when it comes to technical escalations • Provide support where needed for both internal and external customers. • Manage and report on all incoming technical support inquiries • On-board all new technical support team members • Be actively involved with the operational delivery for new product and feature releases • Monitor team performance and report on metrics • Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner • Work to create any relevant support material for the team • Provide a feedback loop to wider staff and customers on resolved and in progress problems and incidents • Implement any necessary preventive measures to reduce customer faults and issues • Review all technical support related processes and documentation for continuous improvement • Assist in the creation and implementation of customer self-service material and tools
Technical Support Specialist
SkimProt Ltd.Technical Support Specialist
Apr. 2019 - Dec. 2021Sofia, Sofia City, Bulgaria• Identifying hardware and software solutions • Troubleshooting technical issues • Diagnosing and repairing faults • Resolving network issues • Installing and configuring hardware and software • Speaking to customers to quickly get to the root of their problem • Providing timely and accurate customer feedback • Talking customers through a series of actions to resolve a problem • Following up with clients to ensure the problem is resolved • Replacing or repairing the necessary parts • Supporting the roll-out of new applications • Providing support in the form of procedural documentation • Managing multiple cases at one time • Testing and evaluating new technologies
Technical Support Specialist at Demax PLC
Demax PLCTechnical Support Specialist at Demax PLC
Apr. 2017 - Mar. 2019Sofia, Sofia City, Bulgaria• Identifying hardware and software solutions • Troubleshooting technical issues • Diagnosing and repairing faults • Resolving network issues • Installing and configuring hardware and software • Speaking to customers to quickly get to the root of their problem • Providing timely and accurate customer feedback • Talking customers through a series of actions to resolve a problem • Following up with clients to ensure the problem is resolved • Replacing or repairing the necessary parts • Supporting the roll-out of new applications • Providing support in the form of procedural documentation • Managing multiple cases at one time • Testing and evaluating new technologies
Manager
Fashion Times ltdManager
Nov. 2015 - Mar. 2017Sofia
Sales Advisor
Sport Times ltdSales Advisor
Jan. 2011 - Nov. 2015Sofia
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