Veronika Istilyanova

• Deliver in-depth technical support to customers, troubleshooting and resolving complex hardware and software issues across various systems and platforms.
• Lead the second-level support team, managing escalated cases and ensuring high-quality technical resolution and customer satisfaction.
• Provide onboarding and hands-on training for new team members, accelerating their learning curve and integration into the team.
• Design and deliver targeted training sessions and technical workshops for existing staff to enhance their skills and keep the team updated on new tools, processes, and technologies.
• Serve as a key knowledge resource for peers, offering daily guidance and mentorship to maintain a high-performing support team.
• Collaborate with cross-functional teams to improve workflows, documentation, and support efficiency.

• Provided technical support for Dell products, assisting customers with troubleshooting hardware and software issues.
• Diagnosed and resolved technical problems related to desktops, laptops, peripherals, and operating systems.
• Guided customers through step-by-step solutions, ensuring clarity and a high level of customer satisfaction.
• Logged and tracked cases using internal ticketing systems, escalating complex issues when necessary.
• Maintained up-to-date knowledge of Dell products and support procedures to ensure accurate and efficient service delivery.

Managed and nurtured relationships with key clients, ensuring exceptional service and long-term satisfaction.

Collaborated with internal departments to coordinate deliveries, resolve issues, and support sales operations.