Rumen Mitev
Sofia
Summary
Experienced and committed technical support representative with a background and proven success in delivering exceptional support for a variety of services across different industries such as trading, e-commerce, CRM, sales, and more. Demonstrated ability to offer sound advice to customers and display empathy in interactions. Possessing strong technical skills and effective communication abilities necessary for thriving in dynamic work environments. Diligent team member with expertise in customer service, multitasking, and time management, dedicated to ensuring that each customer receives a positive and memorable service experience.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Technical Support Engineer Tier 1
YotPo SMS BUMP
Sofia
10.2022 - Current
- Being the first point of contact for the customers, supporting their technically related queries, using a ticketing system, and chat
- Providing prompt and accurate feedback to customers
- Having intake meetings with customers about the issues they are facing in a detailed fashion so that I understand the root cause of the problem
- Assisting customers in setting-up their E-Commerce app, YotPo related tools and automations
- Investigating with the use of different tools to locate the root cause of reported issues
- Following up with clients in order to ensure that their systems are fully functional, providing reports, detailed investigation and resolution explanations if required
- Referring to internal databases or external resources in order to provide accurate tech solutions and ensure all issues are properly logged and documented
- Collaborating with Tier 2 support teams in order to resolve complex technical problems
- Diagnosing, troubleshooting and resolving technical issues related to YotPo apps/automations
- Properly escalating unresolved issues to appropriate internal teams (e.g
- Tier 2 support)
- Documenting, reporting, escalating BUGS to Tier 2 support
CRM Tier 2 Technical Support Engineer
Finovation/Klips
Sofia
11.2021 - 2022
- Being the first point of contact for the customers, supporting their technically related queries, using a ticketing system
- Providing prompt and accurate feedback to customers
- Having intake meetings with customers about the issues they are facing in a detailed fashion so that I understand the root cause of the problem
- Investigating with the use of different tools to locate the root cause of reported issues
- Following up with clients in order to ensure that their systems are fully functional, providing reports, detailed investigation and resolution explanations if required
- Referring to internal databases or external resources in order to provide accurate tech solutions and ensure all issues are properly logged and documented
- Collaborating with QA/Development teams in order to resolve complex technical problems
- Diagnosing, troubleshooting and resolving technical issues related to Finovation CRM and trading platform
- Properly escalating unresolved issues to appropriate internal teams (e.g
- Software developers).
Technical Support Engineer
Tek-Experts
Sofia
06.2020 - 2022
- Assisted customers with their technical concerns and served as their first point of contact using a ticketing system.
- Providing prompt and accurate feedback to customers
- Having intake meetings with customers about the issues they are facing in a detailed fashion so that I understand the root cause of the problem
- Following up with clients in order to ensure that their IT systems are fully functional
- Referring to internal databases or external resources in order to provide accurate tech solutions and ensure all issues are properly logged and documented
- Collaborating with Development teams in order to resolve complex technical problems
- Diagnosing, troubleshooting and resolving technical issues related to Dynamics 365 CRM (Customer Relationship Management)
- Properly escalating unresolved issues to appropriate internal teams (e.g.Software developers).
Logistics Service Support Representative/ Subject Matter Expert
On Process Technology
Sofia
05.2017 - 2020
- Communicating with customers, vendors, field engineers via phone and email
- Handling customers' requests related to parts logistics and other supply chain activities
- Advising customers on behalf of the contractor
- Providing support to Field engineers with logistics activities and connecting them to level 2 technical engineers
- Providing support to customers on asset recovery of defective material from customer's premises
- Coordinating and monitoring the whole lifecycle of the logistics process
- Making sure that the customers are always pleased with the service
- Following specific KPIs and targets
- Preparing specific reports on a weekly basis
- Achievements on this position: I have been recognized and received awards on many occasions for going the extra mile for the customer.
Education
Secondary School / Management in Sport -
Gen.Vladimir Stoychev - Secondary School
07.2008
Skills
- Troubleshooting
- Technical Support
- E-Commerce
- Customer Relationship Management
- Financial Market
- Microsoft Dynamics 365
- Coordinating
- Real Estate
Certification
B2 level English Certificate, BRITANICA, Sofia, 03/2014, 06/2014
Details
Sofia, Bulgaria
Personal Information
Title: TECHNICAL SUPPORT ENGINEER
Languages
- English
- Bulgarian
- German
Timeline
Technical Support Engineer Tier 1
YotPo SMS BUMP
10.2022 - Current
CRM Tier 2 Technical Support Engineer
Finovation/Klips
11.2021 - 2022
Technical Support Engineer
Tek-Experts
06.2020 - 2022
Logistics Service Support Representative/ Subject Matter Expert
On Process Technology
05.2017 - 2020
Secondary School / Management in Sport -
Gen.Vladimir Stoychev - Secondary School
B2 level English Certificate, BRITANICA, Sofia, 03/2014, 06/2014
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