Keep in touch with meI'm using Intch to connect with new people. Use this link to open chat with me via Intch app
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
Intch is a Professional Networking App for the Future of Work
300k+ people
130+ countries
AI matching
Get Intch if you'd like to
📝
Get Recommended to New Customers
👋
Connect with Like-Minded People
💸
Raise Capital
🚀
Find a side project
😎
Reach Top Niche Experts
⚡
Find Jobs on a Hidden Market
💼
Find a Perfect Co-Founder
🙌
Find a Trusted Mentor
🤝
Hire Top Global Professionals
See more people like Ivaylo on Intch
IT
489368 people
74
IT Manager, Identity Manager @ Ex-Wix.com
20
Technical Analyst @ DXC Technology
20
Customer Service Representative @ ResultsCX
ITQA Engineer
31002 people
20
Customer Service Representative @ ResultsCX
18
Project Manager @ Metrica
25
Quality Assurance Manager