Ivan Pashkov

Resolve customer issues with EPO products and services Communicate with EPO customers and employees in English, French and Russian Confluence Knowledge Base article workflow. Analyze, investigate proposed articles, create new articles, translate, copy from existing, obtain necessary approvals and publish Perform quality assurance checks, including the testing and validating of software developed Act as a Team Lead of a remote development team XML support

Identify IT challenges and needs of E&R institutions by collecting feedback from customers, partners, sales managers, sales engineers, tech. support, CRM Evangelize the vertical across Acronis Partners through partner events, on-site visits, webinars, demos, newsletters Develop and expand relationships with partners Adjust pricing/packaging/bundling by monitoring costs, competition, supply and demand Develop E&R marketing assets and campaigns Manage the sales process from initial contact to closure

nalyze/audit service incident data, emails, voice clips, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards within the CallCenter. • Provide structured and timely recommendations; verbal and/or written feedback to Support Agents, Quality Managers, CallCenter leadership • Create, introduce and maintain training assets for CallCenter staff • Analyze client listening programs to identify customer needs and expectations

* Communicate with Acronis customers in English, French and Russian over e-mail, livechat and phone and resolve their technical issues * Work according to the department’s staffing requirements based on volume forecasts, including non-business hours and night shifts * Create, edit, and translate knowledge base articles, troubleshooting guides * Test product’s behavior in complex environments using different virtualization platforms