Snejana Babariko | Technical Support Specialist
About Me
Technical Support Specialist focused on quality service and building long-term client relationships.
I provide technical support for mobile applications and web platforms, troubleshoot user issues, and create comprehensive knowledge bases.
I work with ticketing systems and CRM platforms, communicating with clients in English and Russian.
My experience includes onboarding users, collecting feedback for product improvement, and participating in pre-release testing of new features.
Skills
Technical SupportCustomer ServiceTroubleshootingBug DocumentationKnowledge Base CreationUser OnboardingFeedback CollectionTicketing SystemsCRM ManagementProduct Testing
Tech Stack
Languages:
- Russian
- Belarusian
- English
CRM Systems:
- Bitrix24
- 1C
- AMO CRM
Ticketing Systems:
- Zendesk
- Freshdesk
- Intercom
Communication:
- Slack
- Zoom
- Telegram
Documentation:
- Notion
- Google Docs
- Markdown
Project Management:
- Trello
- Asana
- Jira
Analytics:
- Google Analytics
- Mixpanel
- Amplitude
Office Software:
- MS Office Suite
- Google Workspace
- PDF Editors
Latest Project
MindForest Digital Agency - Technical Support
Providing comprehensive technical support for mobile applications and web platforms, ensuring high-quality user experience and efficient problem resolution.
Technical Support Excellence:
- Real-time technical support for mobile and web platforms
- Diagnosing and resolving complex technical issues
- Bug documentation and collaboration with development team
- Ticket management and timely responses
- Client communication in English
- Testing new features before release
User Experience & Knowledge Management:
- Building knowledge base with FAQ and user guides
- User onboarding and product consultations
- Collecting and analyzing feedback for product improvement
- Preparing reports on user requests and common issues
- Proactive support initiatives to enhance user experience
- Contributing to product development based on user insights
Work Experience
Technical Support Specialist
December 2023 – Present- Technical support for clients on mobile applications and web platforms usage
- Diagnosing and resolving users' technical problems in real-time
- Documenting bugs and transferring information to the development team
- Creating and updating knowledge base (FAQ, instructions, guides) for users
- Onboarding new users and consulting on product functionality
- Collecting and analyzing feedback to improve user experience
- Working with ticketing system and prompt response to user requests
- Communication with international clients in English
- Participating in testing new product features before release
- Preparing reports on user requests
Client Manager
October 2021 – November 2023- Working in CRM Bitrix24 and 1C: managing client database, sales funnel management
- Developing methodology for finding and attracting clients for educational programs
- Consulting parents on educational programs for children and teenagers
- Organizing and conducting online presentations of educational products
- Processing incoming requests, conducting phone negotiations
- Maintaining constant contact with existing clients
- Collecting feedback from clients to improve service
- Supporting users at all stages
Customer Care Specialist
June 2021 – September 2022- Providing customer service at all stages of interaction with the product
- Consulting clients on technical issues of access to educational materials
- Developing communication scripts with clients for various situations
- Conducting negotiations with potential clients
- Working with objections and resolving conflict situations
- Monitoring availability of up-to-date product information and demo materials
- Organizing regular communication with existing clients
- Informing clients about new products and promotions
Manager
May 2020 – June 2021- Market research and competitor analysis
- Active search and attraction of new clients
- Conducting negotiations with potential buyers
- Presenting the company's product range
- Meeting and exceeding sales targets
- Concluding contracts and supporting transactions
- Preparing commercial proposals and reporting documentation
- Post-sales customer service
- Informing about marketing promotions
Project Manager Assistant
February 2019 – April 2020- Promoting medical center on social networks
- Creating content plan and preparing publications
- Attracting potential clients (lead generation)
- Recruiting: searching and initial selection of employees
- Administrative support for project manager
Event Organizer
January 2019 – April 2019 Nachni i prodolzhay
- Generating ideas for events
- Analyzing target audience and their needs
- Developing event concepts
- Creating visual content (photos, texts)
- Building sales funnels for events
- Promoting events through social networks (VK, Instagram, Facebook, Telegram)
- Coordinating event preparation and execution