Kliment Zafirovski

Experienced Support Technician with a demonstrated history of working in the computer software industry. Providing support for a variety of products including HR, Payroll and Profitability and Cost Management solutions. 

Solve complex technical issues reported by the clients. Document and track ticket histories, issues, and actionable steps taken in the Zendesk ticketing support system. Work with Support and/or Development personnel to troubleshoot issues and identify solutions to work around open issues/problems which are under investigation or pending resolution. Creating Knowledge Base Articles / Technical Notes and navigating pair support sessions with team members in order to provide technical support and product training to other team members. Track and report product bugs in JIRA and assist in their resolution. Work to resolve Severity-1 issues as part of the Off Hours Support Process. Work closely with client focus groups to identify product improvements.Gather and analyze Payroll and HR regulatory/compliance information. Evaluate and interpret payroll laws and regulations Supporting various products including Payroll and HR, DNN CMS, MyAlerts, ResponseTek, Kayako, GFI Languard and constantly learning new products. The daily workflow includes the use of Zendesk, JIRA, Slack, Confluence, VDI, and other tools Working towards achieving 100 % Customer Success for all customers