Experienced Technical Support Engineer, Processes/Operation, Agile Product Management

• Support and manage Zalando ERP related incidents for internal users
• Work closely with Product Specialists, report BUGs
• Support for the entire order management process for Zalando users
• Maintain internal catalog data using advanced support tools (SQLWiki, SoapUI)
• Provide support for external suppliers – Web Invoice Portal

• Provide immediate product related resolutions to customer’s queries
• Investigate and document all reported issues, close collaboration with respective engineering teams
• Set priorities according to the urgency of the case
• Provide step-by-step manuals for educating on common technical capabilities of the product
• Create how-to articles for internal use
• Communicate customer feedback to Product teams
• Turn reported feature requests into stories and ideas
• Participate in launching phase and contribute to establishing procedures and workflows
• Initiate processes to improve overall product development and support between various stakeholders

• Holiday apartment hosted on AirBNB
• Customer advisory service on most popular events in the city
• Conduct a personalized tourist guide according to individual hobbies, budget and time limitation
• Private personalized tours

The position included a full-time international professional support online, by telephone and email. The role consisted mostly of the following tasks:

• Act as the primary technical point of contact for customers and support engineers at customer site
• Instruct customers on product usage, features and add-ons
• Troubleshoot and monitor system malfunctions
• Analyze product LOG files and Windows event notifications for thorough failure investigation
• Manage bug tracking and knowledge base, using Alexa
• Work tightly with database administrators, QA, developers, and engineers to resolve complex issues
• Install and configure client environments using VMware to reproduce failure scenarios
• Manual QA of new modules and features, write test plans
• Communicate customer feedback into future product development by cooperating with project managers
• Manage monthly meetings for parallel cooperation between the members of QA, customer support and implementation
• Represent customer support issues in a weekly team meeting for general updates and follow-ups
• Responsible of passing relevant contents and guidance to the customer support representatives within the team
• Initiate and implement the technical guide for troubleshooting LOG files for the internal company use

The position included 2nd and 3rd level technical support for the companies’ 1100 employees worldwide. The support was provided by telephone, e-mail and on user site and included:

• User side application support – MS WindowsXP/2000, MS Office7-2000, emulations for AS/400, Intranet for companies’ internal applications, Internet browsers, email configurations (Exchange/IMAP/Pop3), printer/fax definitions, dial-ups, antivirus (Symantec corporate), Check Point Secure Remote. The remote connection to costumers was established by using Symantec PC-Anywhere, VNC and Windows tools
• Administrative support – user management (definition, configuration, permissions) using Active Directory, antivirus maintenance (updates, batch files), printer/file server maintenance, overall system backups, email control using Mime Sweepers
• Failure documentation using Vantive ticketing system
• Technical support for Gilat’s genuine Satellite-based products for near 500 pilot users