Alina Vasilyeva

Creating and keeping up-to-date a Knowledge Base for users. Filling it with short written and video instructions. Creating training materials for users. Setting up hardware and software. Providing technical support. Training users. Collecting customers feedback and feature requests.

- Installation and configuration of Nobel Biocare software and equipment (DTX Studio Implant & Lab, 2G, LS3). - Providing technical support to customers. - Training customers and internal staff to work with Nobel Biocare software and equipment. - Internal and external presentations on Nobel Biocare CAD/CAM products and solutions. - Creating help files and short help videos for Russian users.

- Analysis of incoming questions from customers in the helpdesk system; - Assistance with technical user questions; - Reproduction of the use cases, testing; - Analysis of the log files; - Supporting customers in the installation and use of the software; - Creation of the product improvement proposals based on the requests or the problems described by them; - Responsible for the creation of new FAQs.

I combined several roles: - For clients: their main contact - For staff: one of the trainers, troubleshooter, their interests' defender, sometimes also the "bad cop" - For sales managers: the assistant with production questions for RFPs - For the company management: responsible for the quality of the services provided by our unit, building and maintaining relationships with clients, budgeting, level of the staff, financial results, representation of the company at certain industry events, etc.