Darja Jersova

Leading a team of 10 Product Support Specialists, ensuring smooth operations and high performance. Managing billing and invoicing processes for accuracy and efficiency. Developing and maintaining KBs for self-service support and documentation. Driving process creation and improvements to optimize workflows. Collaborating with stakeholders and tech teams to resolve complex issues. Mentoring team members and fostering skill development. Streamlining operations by addressing recurring issues proactively.

Handling inquiries from internal teams, PaaS providers, resellers, vendors, and support. Supporting ALSO Cloud Marketplace (ACMP), including billing, invoices. Managing service pricing, security roles, and user accounts globally. Assisting with invoice reconciliation, vendor discounts, and manual processes. Creating SAP material numbers, supporting billing runs, and troubleshooting errors. Overseeing order delivery, provisioning failures, and escalations. Tracking tickets in Jira, ensuring SLA compliance.

• Managing all user inquiries via phone or email regarding IT-related issues or service requests, acting as their primary point of contact. • Monitoring IT systems and networks to ensure smooth operations. • Following OPIs and maintaining accurate documentation for all processes.

• Providing technical support to external customers via phone and email. • Adhering to KPIs and following provided instructions to ensure efficient support delivery.