yesterday

Customer Support

Lviv, Kyiv, EU, USA, Canada · $800 · 7 years of experience · Upper Intermediate

UK2Group Abuse and billing representative -Dealing with different types of abuse claims (DMCA, spam, DDoS, phishing, etc.); -Correspondence with clients and complainants; -Working within diffent CRM systems; -Submitting reports to third parties; -Assisting clients is abuse/billing related questions; -Shutting down/ turning on clients' servers. Translator -Translation from/to English, Ukranian, Russian; -Editing. Zoom Support Team Lead -Team management (10 - 22 people); -Planning of workflow; -Control of working process; -Team spirit and motivation of employees; -Accounting; -Training, coaching of new employees; -Evaluation of quality of subordinates; -Holding meetings; -Improvement of the team results and agents’ results; -Resolving conflict situations.

Support, English, customer support, Customer service, CRM, Account Management, Linux, Good communication skills, Ability to learn quickly

No calls and sales


yesterday

Account Manager, Customer Success Manager

Kyiv, Vinnitsia · $1000 · More than 10 years of experience · Upper Intermediate

- accounting (clients: global, multinational foreign companies, representatives, modern trade nets) - long-term relationships builder - negotiations, contracts, support, after sale - new clients searching - sales analyse incl. compatitors market share - customers retention - sales forecasting, budgeting, activities, etc,

English, Microsoft Office, Team management, Project Management

- successful negotiator - highly focused - self-motivated - flexible - achieved more than 100% performance - customer retention 87%

Looking for the new opportunities preferably in IT industry. Quick learner, communicative, team player


16 July

Lead Support Manager

Kyiv · $1500 · 7 years of experience · Upper Intermediate

Single point of responsibility and escalations for any IT related inquiries in the locations under responsibility(1.3k+ empl./2 offices/different projects with their policies and procedures). Communication point between Production/Operations depts./contractors and IT Site Manager responsibilities(compliance with customer requirements(from blocked web-sites, up to creating isolated network,as well as isolated premises)). Supervisory duties: determining personnel requirements, setting schedules, delegating tasks, and insuring that team have adequate resources to complete their jobs. Coordination and implementation of IT dept. projects. Managing HelpDesk teams including, hiring, training, evaluation, communication, and guidance. Interviewing, training and supporting HelpDesk representatives(tier 1-2). Change Management/License Management/Procurement Training conduction(monthly) for company's novices. Creating tech. docs on demand

Jira, Good communication skills, English, TCP/IP, Technical Support, Service Desk, Networking, Windows, Support


16 July

Заместитель руководителя, руководитель

Kyiv · $1800 · More than 10 years of experience · Pre-Intermediate

Руковожу группой поддержки руководящего состава департамента. Роль руководителя группы: найм, обучение, адаптация, развитие, мотивация сотрудников группы в 5 локациях (Украина, Россия), в подчинении до 15 чел. Умение делегировать, контролировать, планировать и прогнозировать работу. Способность принимать нестандартные управленческие решения, способность сплотить коллектив, организация загрузки подчиненных, организация и проведение обучающих семинаров с целью развития группы. Работа с руководителями проектов на предмет охвата проекта задачами группы. Роль исполнителя: выполнение поручений различного характера; ведение ресурсного плана, контроль оформления виз и командировок сотрудников проекта; организация и проведение митингов, написание минуток, контроль по их выполнению; формирование ежедневных, еженедельных, единоразовых отчетов (прогресс работы проекта/ов, прогресс работы команды, статусы мероприятий) с помощью Excel, Power Point, Outlook, JIRA; выдача задач команде проекта утром, сбор результатов вечером, анализ узких мест и принятие мер по их устранению; работа в JIRA; заливка сущностей (E2E Scenarios, E2E Test Cases, Test Cases, Test Runs), внесение корректировок в тикеты, балковые операции, написание фильтров, формирование дашбордов, clean-up контроль, синхронизация внешней (JIRA заказчика) и внутренней JIRA. Также принимала участие в организации различных мероприятий департамента (тимбилдинги, воркшопы, IT ивенты). Коммуникации с участниками мероприятий, контроль по подготовке, оформление презентаций, покупка билетов, бронирование отелей, организация банкетов.

Support, Ability to learn quickly, Microsoft Office, Jira, Good communication skills, Project Management, быстрая адаптация к новым условиям работы и жизни, высокое чувство ответственности, умение оперативно реагировать в нестандартных ситуациях, желание работать и не останавливаться на достигнутом, ориентированность на результат

• успешный опыт внедрения и развития нового направления в департаменте — аудит проектов: проверка на предмет выполнения пунктов чеклистов на каждой фазе проетка с целью выявления узких мест и шагов по их устранению (подключено более 50 проектов, по 24 из них аудит полностью завершен) • успешный опыт в формировании и развитии рабочей группы с нуля (12-15 чел.), направленной на помощь руководителям проектов с административными задачами, отчетностью и задачами контроля с целью экономии времени. Автоматизация, оптимизация поставленных задач


16 July

Technical Support Engineer, SL3 engineer, Release manager 🔥

Kyiv · $2200 · 6 years of experience · Upper Intermediate

Technical Skills Programming Languages: XML, SQL, PL/SQL, Java, Bash Databases: Oracle DB Enterprise Systems: MS Share Point, Lotus Notes, Tableau, Tibco EMS, XULRunner Application Servers: Tomcat, JBoss, WebLogic Configuration Management: SVN (Apache Subversion), Bitbucket, GIT, TeamCity, Maven, Kubernetes, Docker Process and Methodologies: Scrum Monitoring and Event Processing: Geneos Protocols: FTP, HTTP, HTTPS, SFTP, SMTP, TCP/IP, UDP/IP, SIP, LDAP Tools: MS Excel, MS Power Point, MS Visio, Adobe Illustrator, JIRA, Confluence, MS Project, Control-M Notations: UML OS: Windows, Cisco IOS, Linux, Unix, iOS Technical background on the level to understand the root cause of the issue. Ability to learn and grow Strong problem-solving skills Good team player SL3 engineer/Release Manager, Luxoft

Change Management, Customer Support Expertise, Incident Management, Jira, problem management, Technical Support Engineering, English, Project Management, Windows, Cisco, IntelliJ IDEA, Linux, Networking, Oracle, SQL, XML, Java, GIT, Docker, Teamcity, Release Management, PL/SQL, SVN, Confluence, Bitbucket, Tomcat, WebLogic, Maven, kubernetes

- Supporting all over the world. ~2500 users (APAC, EMEA, America regions) - work in overloaded team - 120-160% load, so obtained high level prioritizing skills; - obtained ability to work under pressure; - owned a process with lack of information; - developed a plan for major change of access type renewal and successfully implemented it; - make the complex IT structure migration process understandable for managers on different levels.

Professional growth New challenges Interesting projects


16 July

Head of Customer Support, support manager

Kyiv · $850 · 6 years of experience · Pre-Intermediate

Опыт работы в IT-компаниях и e-commerce – account-manager, logistic, public purchase specialist, support-manager, tutor (technical trainer, technical writer, content-manager). Уверенный пользователь ПК (покажите мне неуверенного пользователя в 2019). Умею работать с любыми CRM и JIRA / Zendesk, kayako и другими. Базовые навыки работы с HTML, Css. Работаю с разнообразными графическими и видеоредакторами. Умею объяснять сложные вещи простым языком - писать обучающие тексты, снимать видео и проводить вебинары в живом времени. - коммуникация - мое конкурентное преимущество. Люблю, умею и могу ответить на любой вопрос. - умею быстро обучаться и легко воспринимать крупные объемы информации; - умение организовывать работу, планировать, принимать решения - как технические так и социальные вопосы; - стратегически и творчески мыслить одновременно - моя любимая штука; - навыки деловой переписки (и не очень деловой), в том числе и на английском языке;

Support, Customer service, customer support, Good communication skills, Service Desk, CRM, helpdesk, Customer care, Jira, Customer Service Management, Account Management, Microsoft Office, zendesk, Support on email, head of customer support, Customer Support, Live Chat, Kayako, Customer Support Management, Ability to learn quickly, Windows, Customer Support Expertise, Google Docs, Linux, Client Management, Knowledge Management, Intercom , JIRA, CRM systems support, Account manager

Небольшую продуктовую компанию или стартап. Осознанную команду, которая несёт ценность пользователям, а не закрывает задачи. Руководителя, который будет ставить цели, а не говорить, что нужно делать.


15 July

Customer support / Sales manager 🔥

Any city, Kyiv · $700 · 6 years of experience · Advanced/Fluent

Suntech Innovation January 2019 — July 2019 Ukraine, www.suntechinnovation.com IT, System Integration, Betting 1-st Line Support -Responding efficiently to customers' requests over a variety of channels -Resolving 1-st line complexity tickets -Escalating tickets for further investigation to other IT departments -SLA control Cancelon LTD November 2017 — January 2019 Israel, www.cancelon.com Hotels business Customer Support Representative -Providing qualified customers' support on-line via e-mails, phone calls and chats -Handling and resolving customers' complaints and requests -Identifying and solving issues -Ensuring customers' satisfaction Zeppelin Rusland September 2015 — October 2017 Russia, www.zeppelin.ru Industrial Equipment, Machine Tools and Components Pre Sales Manager -Informating and ordering -Service quality surveillance -CRM Administration (MS Dynamics) -Lead management -Content management (CMS Wordpress)   Dominos Pizza May 2014 — August 2015 Kyiv, dominos.ua Hotels, Restaurants, Food Service Industry, Catering Call Centre Operator (English line) -Informating and ordering -Complaints handling   Educational Test Center TOEFL/IELTS/SAT/GRE/GMAT February 2013 — April 2014 Kyiv, www.ielts.org.ua Educational Institutions English language tutor -Teaching English as a foreign language (different levels and styles) -Preparing students for international exams (TOEFL/IELTS/SAT/GRE/GMAT)

customer support, English, CRM, helpdesk

Higher education 2012 Kiev National Linguistic University Applied Linguistics, Masters Degree 2011 Kiev National Linguistic University Applied Linguistics, Bachelors Degree Papers: Course paper in Statistical linguistics, “The distribution of sentence length in English texts of different styles Course paper in Automatic morphological analysis, “The degrees of comparison of the English adverb” Bachelor’s paper in Automatic morphological analysis, “The morphological coding of adverbs in a corpus of English texts” Master’s paper in Automatic morphological analysis, “The analysis of the adverb functioning in a multilingual corpus” Assistance: Participated in the creation of the English Learners’ Corpus, KNLU, 2010 Professional development, courses 2015 Programming .NET C# Starter CyberBionic Systematics, Programming Tests, examinations 2015 Microsoft Test Provider C# Starter ТС18246049 http://testprovider.com


15 July

Project Manager

Ivano-Frankivsk, Lviv, Varshava, Krakov · $1500 · 5 years of experience · Pre-Intermediate

Product management, Project Management, Bitrix, Scrum, Agile, Microsoft Office, Windows, CRM Project management (quality control, timelines, budgets and risks); Communication with the client (coordination of plans, timelines, requirements, budgets); Preparation of individual proposals, the project documentation; Presentation to the customer ready-made solutions, prototypes, demo versions; Track project status, progress of tasks, deadlines; Knowledge of project management methods: Agile, Scrum, Kanban; Monitoring the activities and effective work of subordinate specialists; Training new employees; Document Management; Reporting on progress.

Bitrix, Product management, Project Management, Agile, CRM, Microsoft Office, Redmine, Scrum, Windows, bitrix24, Jira / Basecamp / Trello

automoyka.ua - запуск проекта на готовом решении с полным изменением дизайна, техническая поддержка проекта. www.petstore.kz - ведение проекта по индивидуальной разработке под требования заказчика, настройка синхронизации с 1С, настройка и доработка функционала формирования отчетов по продажам и по складам. leyka.com.ua - полностью индивидуальное решение, созданное с внесением seo рекомендаций ukrapple.com.ua bared.com.ua sherl.net - запуск проектов на готовых решениях

Возможность удаленной работы. Профессиональный рост. Сложные задачи. Адекватный менеджмент.


15 July

Customer support - Customer success

Remote work, Ukraine · $800 · 8 years of experience · Upper Intermediate

SUMMARY I provide top notch customer support even under a heavy workload. My service is always fast, friendly and super clear. I create my own reply algorithms for each particular case. It’s easy for me to deal with new applications and software. Besides, my psychological experience helps me to built a strong connection with clients and turn them into loyal customers in a long-term perspective. EXPERIENCE Customer support and localization: Mood Messenger app (Jan 2017 - Aug 2018) 
- Support service for English, Russian and Ukrainian customers
 - Up to 250 resolved tickets/requests per day
 - Beta testing and mediating between testers and developers
- Ongoing translation and localization (of the application, its website and Play Market page) 
- Software: Zendesk, Wrike, Discord, OneSky, Beta - Fulltime position, 5 days per week and irregular working hours and request Localization specialist: hide.me VPN (Nov 2017 - Jan 2018) - Website translation, application translation
 Available here: https://hide.me/ru/.
 I’m proud of this project as it was completely new area for me. I jumped into security protocols, proxies and VPNs, performed a deep research and did an excellent user-friendly translation for each particular device and OS Virtual assistance and customer support: Olga Berg coaching (March 2015 - Dec 2015) 
- Customer support of webinars that were being held through Hangout, GoToWebinars, Skype, ClickWebinar etc
 - Composing step-by-step manuals with screenshots for numerous cases and various OS 
- Internet researching, translation, SMM posts, transcribing, subtitles making SKILLS - Zendesk, Wrike, Google Docs, Google Adsense/Adwords/Analytics, Joomla CRM, MS office, technical translation, creative writing, manuals creating, custom psychological tests and psychological researches.
 - Languages: English/Russian/Ukrainian
 - Customer-oriented emphatic helper, tech-savvy quick learner, multitask troubleshooter

customer support, Support, Customer service, English, helpdesk, CRM, zendesk, Ability to learn quickly, Service Desk, Phone Support, Microsoft Office

Long-term position in a challenging project Opportunity to grow and develop my skills


13 July

Customer support team leader, shift manager

Bud'-jakij, Kyiv · $800 · 5 years of experience · Upper Intermediate

Customer support shift manager with 2 years experience on this position. Held the position in two companies, one start-up, the other one was the big company with more than 30 employees in my submission. Before that was working as a customer support manager in different companies. At my current position, I was closely working with finance, project, quality and other departments. Has a close contact with the management team, responsible for checking payment systems. Monitored functionality of the product.

Customer Support, Teamwork, Leadership, Jira, Customer care, Ability to learn quickly, Microsoft Office, Microsoft Excel, Communication Skills, Account Management, Team management

Закінчив курси для ліцензій MGA та SGA, маю великий досвід роботи з важкими клієнтами, для мене вирішення проблем клієнтів є основою роботи. Останнім часом працював більше з командою, допомагав розвивати службу підтримки, працював старшим менеджером зміни.

Хочу спробувати свої сили у ролі ТЛ, важливим є спілкування між відділами, не люблю коли кажуть "А, ти з спорту, у вас роботи немає", вважаю це дурницею, і хочу змінити цей стереотип. Зі свого досвіду знаю, що першими про всі оновлення мают знати як раз у підтримці, адже саме вони працюють безпосередньо з клієнтами.


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