Timur Pilipchuk

Experience

• 

  Intermedia

  Dec 2017 - now

  - Contributed to improving company NPS and customer satisfaction;- Successfully decreased issue resolution time for EMEA customers;- Managed Incidents and communicated with affected customers and stakeholders;- Created and conducted employee training and knowledge checks;- Organized and facilitated regular team and department meetings; - Handled escalation cases and calls from customers and Development teams;- Organized and facilitated feedback sharing with Development and QA teams;- Supervised and coached VoIP support teams;- Presented KPIs to stakeholders and strategic partners;- Controlled case, call, chat and feedback queues. Show less - Managed Incidents and communicated with affected customers and stakeholders;- Created and conducted employee training and knowledge checks;- Organized and facilitated regular team and department meetings; - Handled escalation cases and calls from customers and Development teams;- Organized and facilitated feedback sharing with Development and QA teams;- Supervised and coached VoIP support teams;- Presented KPIs to stakeholders and strategic partners;- Controlled case, call, chat and feedback queues. Show less - Performed troubleshooting of network issues through remote sessions;- Configured and performed troubleshooting of different VOIP devices (NEC, Polycom, Yealink, Cisco, Grandstream, and others);- Created articles for newly released features and products and modified existing knowledge base content (https://kb.intermedia.net/);- Conducted and analyzed packet captures (PCAP);- Analyzed SIP traces and application logs;- Gathered information, replicated, and documented problems for further escalation to other departments if required;- Configured different routers and firewalls in order to properly work with the VOIP system (e.g. SonicWall, Mikrotik, Ubiquiti, Cisco Meraki etc.);- Configured Softphone and Web-conference applications (Intermedia Unite, Bria, etc.). Show less

  • Client Services Manager

    Feb 2021 - now

  • Client Services Team Captain

    Feb 2019 - Feb 2021

  • Technical Support Engineer

    Dec 2017 - Feb 2019