Varna, Varna, Bulgaria
- Technical Support Engineer | 13+ Years Experience. Expertise in customer service, automation, and technical solutions. Proven track record in efficiency, CSAT, and process improvements. - Consistently ranked among the top support specialists in efficiency, volume, and CSAT in both large and small teams. - Demonstrable CSAT and response time improvements - Handled large ticket volumes while maintaining 95%+ QA score for speed and quality - Skilled in APIs, automation, AI workflows, and debugging (console logs, database logs, HTML, CSS). Experience working with Engineering & Product to improve products and manage incidents. - Mentored peers, conducted technical interviews, and was a go-to expert for internal support. - Measurable growth in engagement and satisfaction as Employee Resource Group Marketing Lead - Recipient of Zapier’s Exceptional Contributor Award (Sept 2024)
Provided high-quality technical assistance for Zapier’s newest and most innovative products, often in alpha or beta stages, requiring rapid learning, adaptability, and continuous troubleshooting. Leveraged expertise in automation, APIs, and customer support to resolve complex technical issues and enhance the user experience. · Increased customer satisfaction through improved communication strategies. · Worked closely with engineers and Product Managers to diagnose and resolve critical bugs and incidents, improving product stability. · Developed and implemented innovative solutions to streamline workflows and boost operational efficiency. · Led the New Products Support Insights project, creating advanced workflows and AI-powered solutions to extract, analyze, and visualize support data, enabling Product Managers to make informed decisions. · Utilized API and console logs, HTML, CSS, and database logs to investigate customer issues, assist with implementations, and provide accurate technical solutions. · Adapted quickly to fast-evolving products, staying up to date with rapid changes, troubleshooting unknown issues, and contributing feedback to improve product development.
Demonstrated a strong commitment to excellence in customer service and deep technical expertise, leading efforts to resolve critical technical issues while mentoring junior support staff. Worked cross-functionally to ensure customer feedback informed product improvements. - Consistently ranked as a top performer in customer support metrics, often leading the charts in efficiency, response volume, and customer satisfaction. Maintained a 95%+ QA score, excelling in both speed and quality of support. - Assisted in incident management and collaborated with engineering teams to resolve technical challenges. - Served as a support embed for Zapier’s Editor Creation team, acting as the liaison between Support and Engineering by keeping the Support team informed about new features, managing incidents and bug reports, collecting and relaying customer feedback, conducting QA testing, and facilitating shadowing sessions where engineers observed real customer interactions to enhance product design. - Recognized with Zapier’s Exceptional Contributor Award (September 2024) for outstanding contributions. - Conducted technical skills interviews for new Zapier applicants, ensuring high-quality talent acquisition. - Led initiatives within the Empower ERG, driving a 60% increase in engagement and a 20% boost in member satisfaction.
Focused on assisting customers with technical inquiries and delivering effective solutions through detailed troubleshooting and clear communication, ensuring they felt supported and informed. Developed a deep understanding of the product’s technical aspects, enabling swift issue resolution and proactive problem-solving. Additionally, served as a reservist across multiple queues, including Premier, Billing & Accounts, and Onboarding, providing specialized support where needed. - Maintained a high resolution rate for complex technical issues while consistently achieving high CSAT scores. - Built strong customer relationships through empathetic, responsive support. - Frequently assisted colleagues with support questions and was one of the top contributors in peer support, fostering a collaborative team environment. - Enhanced the knowledge base by documenting common issues and solutions, improving self-service resources.
· Developing and maintaining the Infiniverse website. · Handling user queries via email, telegram, facebook and twitter. · Testing of the Infiniverse mobile app and taking creative in-app screenshots to share with and motivate users.
· Building website front-ends for clients using WordPress, Bootstrap, HTML5, CSS3, JavaScript and jQuery. · Developed the front-end of the event management platform at meetingbox.com, as well as the websites of nufern.com, bensonhenryinstitute.org, kleinanzeigen-solar.com and more.
· Responding to majority of customer support enquiries via email. · Handling product returns and exchanges. · Developing Meta's official responsive website. · Designing and building email campaigns with Pardot and MailChimp. · Building new features for Meta website, such as integration with Lever API. · Developing and updating the Meta blog using HubSpot.