Hello, My name is Iliyana and I am from Bulgaria. For about more than 10 years I work for a software company based in UK. I work mainly with English customers and clients. My work is answering support queries via phone and email, log and prioritise system and user support calls for the second line support team. Track, monitor and report on all Help Desk incidents within defined customer service levels. I also do a lot of research and enter data in our websites, finding relevant information quickly and efficiently. Having a understanding of branding and its importance to clients and the market place.