Candidates 760
$2300 / mo
≈ $27600 / year net
Customer Support Team Lead/Operations Manager
Ukraine · Kyiv · 5 years of experience · Upper-Intermediate ·Published today · In passive search
Ukraine · Kyiv · 5 years of experience · Upper-Intermediate ·Published today · In passive search
I started working as a Customer Support Manager in September 2017. For 5 years, I was a CSM, Senior CSM, Quality Assurance Manager, and CS Team Leader.
For now, I am managing the international CS Team (Chinese-speaking) in a crypto mining company. We aim to provide efficient tech (mining-related) support to our customers in China.
During these 5 years, I have worked for Ed-Tech, Gambling and Mining projects. My responsibilities included:
1. Communication with customers from China (in Chinese), USA and Europe & handling complex requests;
2. Building and maintaining strong, long-lasting relationships, working on customers’ loyalty.
3. Adaptation, onboarding and mentoring new-comers, off-boarding process for CS team and supply agents;
4. Quality evaluation and assessments, 1*1 meetings for the CS team aimed at improving the quality of the service;
5. Develop schedules, a motivation system within the team, including a personal development plan (moving from Junior grade to Middle, etc);
6. Setting & tracking main KPIs/OKRs;
7. Creating communication flow between departments to ease and speed up problem resolution and updates exchange;
8. Creating documentation, like CS instructions and notes, product descriptions;
9. Identifying bottlenecks and complex areas in processes, cooperating with teams to find the best solution;
10. Cooperating with the Product Team, took part in hypothesis testing.
In August 2022, I completed a Brand Management course, and am actively implementing the knowledge gained there into the work, for example in terms of communication strategy & tone of voice. Besides that, now I understand how branding works and how important it is, starting from the identification of company’s values to interaction with different TAs at each level of brand development.
I am ready and able to learn fast as well as share my ideas and experience.
Created a full employee life-cycle for supply agents, which included hiring, onboarding, adaptation, development, and off-boarding.
Made significant improvements to an existing quality assessment system that could efficiently evaluate the performance of each member of the team and the team as a whole.
Set up relevant OKRs that corresponded to the current stage of project development, thus giving the team an understanding of what to focus on to get the maximum profit.
Connected CS Team and Business Team so that the company's tone of voice could truly represent the company's values and policies.
Would like to join a company with transparent & ecological internal policies and growth opportunities where I can both apply and improve my experience and skills.
$3800 / mo
≈ $45600 / year net
Support Engineer/Technical Project Manager/Support Team Lead
Ukraine · 8 years of experience · Advanced/Fluent ·Published yesterday
Ukraine · 8 years of experience · Advanced/Fluent ·Published yesterday
- 8 years of experience in Technical Support/Customer Service/Cyber Security/AI/Marketing fields in senior positions like Technical Project Manager/Support Engineer/Tech Lead/Head of Department;
- Experience in bug reporting via Jira/GitLab, testing issues/solutions and providing RCAs, logs reading via AWS, Kibana. SQL, advanced Microsoft Excel, CRM systems, REST API, Jasper;
- Experience in managing people, organizing trainings, assisting in employee recruitment, performance evaluation, promotion and retention activities;
- Experience in working, supporting, presenting, teaching, and de-escalating customers from all around the world;
- Experience in managing multiple software implementation projects at the same time;
- Experience in maintaining a working relationship with Client partners, knowledge management, training, implementation methodology and post-go-live support;
- Experience in defining customer support strategy, monitoring customer support metrics, and SLAs.
- Performed configurations and data management tasks to onboard customers to the platform(more than 30 different countries and
clusters implemented); - Launched and successfully led a project from scratch in a start-up;
- Joined support team and began to deal with tickets and clients which resulted in total open tickets decreasing by 65%;
- Mentored, guided and monitored the work of over 30 support and customer service agents;
- Managed a department of 7 customer service agents;
- Created a support handbook aimed at helping future team members deal with support-related procedures, constantly made sure it was enriched with all the relevant updates;
- Implemented Zendesk/Slack integrations; various Zendesk API functions; and Zendesk ticket automation.
Looking for an interesting position in an open-minded and friendly team, with professional management and a perspective of career growth. I want to benefit the company and contribute to work by using and improving my professional skills.
$4500 / mo
≈ $54000 / year net
Technical Support Enginner, Linux System Administrator, TeamLead
Ukraine · 10 years of experience · Upper-Intermediate ·Published yesterday · In passive search
Ukraine · 10 years of experience · Upper-Intermediate ·Published yesterday · In passive search
February 2023-Present
Managing and leading an international team of technical support engineers(L1/L2/L3) who provide technical assistance and customer support for the OnApp product.
Systems Engineer at Dapplica
March 2022-Marc
Deploying, and maintaining blockchain nodes and supporting infrastructure such as: monitoring and analytics tools.
Identifying problems quickly, Analysis of Logs
Anticipating resource requirements,Scaling and Optimizations as needed
Technical Product Owner at Virtuozzo
September 2021-January 2022
Working in an Agile environment, with the Scrum Master and other project management to ensure stakeholder satisfaction
Writing technical requirements and defining support requirements and processes to ensure work is delivered on schedule
Writing definition of ready user stories and maintain groomed backlog for stakeholders’ priorities and incorporate architectural changes recommended by engineering into user stories
L3 Technical Support Engineer at OnApp(acquired by Virtuozzo)
June 2013 – August 2021
Providing 3rd line technical support, deployment, diagnosing, and solving issues for remote distributed production infrastructures running OnApp cloud management platform.
Writing Scripts to automate processes and simplify tasks.
Collaborating with Developers/QA, Writing, verifying, and improving documentation.
Freelance WebMaster
2009 – 2015
Worked in web based Projects using Wordpress, Joomla, HTML, CSS, JavaScript etc. Template Customization depending on the clients' website requirements.
Websites deployment using open source toolset (PHP, MySQL, Apache, Linux and others (i.e LAMP).
System Administrator at Ericpol(acquired by Ericsson)
September 2012 – May 2013
Monitoring and updating Tickets (issues) through Incident management system based on ITIL.
Diagnosing and resolving problems associated with Linux operating systems and components.
Configuration, administration and troubleshooting Linux servers and Desktops, Installing and configuring hardware, software and Ethernet equipment.
System Administrator at Ukrainian Catholic University
January 2008. – September 2012
Responsibilities:
Configuring, installation, and troubleshooting servers and desktop computers, peripherals.
$600 / mo
≈ $7200 / year net
Monitoring Engineer
Ukraine · 5 years of experience · Pre-Intermediate ·Published yesterday
Ukraine · 5 years of experience · Pre-Intermediate ·Published yesterday
- Experience in remote technical support for users in diagnostics and settings of network
equipment, administration of L2 switches (D-Link, ZTE, Huawei OLT, BDCOM, etc.)
- Experience in CRM systems (bpm'online and service desk)
- Knowledge of the principles of switching and routing
- Knowledge of the network protocol stack
Datagroup - Monitoring engineer - Shift engineer (day / three)
- Monitoring of the company's equipment (access and aggregation switches ~15k pieces)
IBM Netcool + Zabbix
- Creation and monitoring of accidents, clarification of the reasons for equipment
unavailability, creation of accident reports
Datagrup & Volia, Lutsk
Datagroup - Senior engineer - current job title
- Monitoring of the company's equipment (access and aggregation switches ~15k pieces)
- Creation and monitoring of accidents, clarification of the reasons for equipment
unavailability, creation of accident reports , monitoring of planned works on the network
- Training of new employees
- Search and detection of errors in internal systems and monitoring systems, reporting on
problems
- Assistance to regional engineers by phone
$2000 / mo
≈ $24000 / year net
Account manager
Ukraine · Kyiv · 7 years of experience · Intermediate ·Published yesterday
Ukraine · Kyiv · 7 years of experience · Intermediate ·Published yesterday
My main responsibilities were:
- identification of client’s needs;
- customer support at all stages of cooperation;
- setting and monitoring the implementation of tasks by other departments;
- selection and sale the best option for package of services for a client, upsales and upgrades;
- managing clients in CRM and tracking tasks in Trello;
- preparation of the request and control of drawing up the contract and invoice;
- monitoring the effectiveness of services provided.
I would like to develop my communication and technical skills in interesting projects, where I can grow as a Team lead.
x2 regular customers
I would like to organize and to control the processes that help the clients to get the good results and be satisfied of the services.
$2000 / mo
≈ $24000 / year net
Customer Support Team Lead/General Manager
Ukraine · Kyiv · More than 10 years of experience · Advanced/Fluent ·Published yesterday
Ukraine · Kyiv · More than 10 years of experience · Advanced/Fluent ·Published yesterday
- 10+ years of experience in Customer Support in a product-based IT company
- 7+ years of experience managing teams with up to 70 employees, and processes
- Excellent written and spoken English
- Great communication skills: vast experience in conducting meetings, sharing feedback, and presenting at public events.
- Experience in planning and executing different projects, aimed at workflow optimization.
Employment:
Customer Support Department General Manager
April 2021 - December 2023 (2 years 9 months)
- Executed a project on the creation and launch of a new product-based CS department.
- Managed a CS department, which grew from 26 to 70 employees under my management.
- Planned and executed a project on implementing a new training program for CS reps.
- Timely and qualitative planning of CS department development, budget, and headcount.
- Presented department results on quarterly demo sessions and product webinars.
- Ensured constant product development working in close cooperation with the product team.
Customer Support Team Manager
May 2019 - April 2021 (1 year 11 months)
- Organized and performed successful onboarding for 8 CS Team Leaders.
- Managed 6-10 Team Leaders with teams of 10-15 customer support specialists.
- Conducted monthly department management group meetings.
- Implemented workflow and product improvements through analysis of client's requests.
Customer Support Team Lead - 2 years 9 months
September 2016 - April 2019 (2 years 9 months)
- Managed a team of 10-15 customer support specialists, conducted 1-1 and Performance Review meetings, worked with quality control assessment, KPIs.
- Led a team to the highest quarterly Customer Satisfaction KPI result in the department.
- Developed multiple employees to higher positions, e.g. Technical support, Team Leader.
- Improved cooperation between departments by analyzing workflow and creating procedures and documentation for CS representatives.
Hosting CS Subject Matter Expert
Aug 2015 - Aug 2016 (1 year 1 month)
- Assisted internal clients with technical Web Hosting specific questions.
- Effectively processed up to 40 technical requests a day.
- Acted as the first escalation point for Customer Support representatives
Customer Support Specialist
Aug 2013 - Jul 2015 (2 years)
- Provided effective assistance to customers in chats/tickets. Specification - Web Hosting
- Collaborated with cross-functional teams to ensure effective resolution of customers' requests.
- Planned and executed a project on implementing a new training program for CS representatives.
$5500 / mo
≈ $66000 / year net
Head of Customer success
Ukraine · Kyiv · More than 10 years of experience · Upper-Intermediate · 🪖 DFU combatant ·Published yesterday · In passive search
Ukraine · Kyiv · More than 10 years of experience · Upper-Intermediate · 🪖 DFU combatant ·Published yesterday · In passive search
Launching new directions
All aspects manage of customer success.
The development of sales, retention process, cross and up sales through the Contact center.
The development of self-service systems.
Monitoring, control, analysis projects.
$3000 / mo
≈ $36000 / year net
Customer Success Director, Customer Success Supervisor
Ukraine · Kyiv · More than 10 years of experience · Advanced/Fluent ·Published yesterday
Ukraine · Kyiv · More than 10 years of experience · Advanced/Fluent ·Published yesterday
- 8 years in the UAE, working in touristic sales targeting the CIS market and at Emirates Airlines as a Supervisor in the baggage department.
- 1 year as a Technical Support Specialist at B2BSoft.
Over the last three years, I have been with Wizer Inc., starting as a Customer Success Manager and advancing to the role of Customer Success Director. In this leadership position, I manage a team of 10 people.
I possess a keen ability to navigate cultural nuances, maintain high-stress resilience and productivity, and have experience working in multinational teams. I am always open to learning and acquiring new skills.
Familiar with HubSpot, Jira, Trello, PowerBI, Stripe
I consistently exceeded targets, showcasing my dedication and efficiency. I have a knack for nipping conflicts in the bud, effectively preventing potential issues from escalating. My experience also includes conducting online webinars for TUI and Voyager Group. Additionally, I am honored to have been named the Best Player of 2023 in beach tennis among women in the A/B category, highlighting my commitment and skill in both professional and personal pursuits.
Whether in a small or large team, I value working on a product with either well-established or evolving processes, and I'm keen on embracing new technologies.
My preferences include avoiding unnecessary meetings, night shifts, lack of a clear company development direction, and an overly casual approach to the recruitment process.
$2500 / mo
≈ $30000 / year net
QA Engineer
Germany · 5 years of experience · Intermediate ·Published yesterday
Germany · 5 years of experience · Intermediate ·Published yesterday
• Developing test documentation;
• Work with Bug Tracking System - JIRA, Trello, Planfix, Confluence, Bamboo, Stash;
• Development methodologies;
• SQL - MYSQL Workbench, Azure Data Studio, SQL Server Management Studio;
• Knowledge of Bug Life Сycle, Software Development Life Сycle;
• Analysis and testing of requirements and documentation;
• Estimating tests;
• Functional, non-functional software testing levels;
• Regular checking of log files;
• Performing regular security tests and procedures;
• Test cases, checklists;
• Test plans;
• Suggesting project improvements;
• Creating release versions and release issues for the next deployment;
• Close interaction with Dev’s team, Business Analytic and foreign teammates;
• Working with documentation and without it
$1000 / mo
≈ $12000 / year net
Computer Technician | Customer support | Software support | Technical support | Cyber security |
Poland · More than 10 years of experience · Intermediate ·Published yesterday
Poland · More than 10 years of experience · Intermediate ·Published yesterday
1. Hardware Upgrades and Maintenance: I have successfully executed numerous hardware upgrades and maintenance tasks for desktops, laptops, and servers. This involved diagnosing hardware issues, replacing faulty components, and ensuring optimal performance.
2. Operating System Installations and Troubleshooting: I have proficiently installed, configured, and troubleshot various operating systems, including Windows, Linux, and macOS, to meet specific user requirements.
3. Network Setup and Administration: I have been involved in setting up local area networks (LANs) and ensuring smooth network operations. Additionally, I have conducted regular network maintenance and troubleshooting to resolve connectivity issues.
4. Software Deployment and Support: I have managed software deployments and provided ongoing support to end-users, addressing software-related issues and ensuring seamless integration with existing systems.
5. Data Backup and Recovery: I have implemented robust data backup strategies and executed successful data recovery processes, safeguarding critical information and minimizing data loss risks.
6. User Support and Training: I have consistently delivered exceptional technical support to end-users, resolving their queries promptly and effectively. Moreover, I have conducted training sessions to educate users on system usage and best practices.
Currently, I hold the role of a senior technical support specialist, where I lead a team responsible for resolving escalated technical issues and providing guidance to junior technicians. As a team leader, I prioritize effective communication and collaboration, fostering a positive and productive work environment.
Looking forward, I am keen on further enhancing my expertise in cloud-based technologies and exploring opportunities to work with virtualization platforms. I am also passionate about continuous improvement and staying updated with the latest advancements in the IT industry. My goal is to contribute to more innovative and efficient IT solutions that drive business success and customer satisfaction.
Sertificates:
Google IT Support Professional Certificate (Google Career Certificates)
Google Cybersecurity Specialization Professional Certificate
Google Career Certificates
Create a Virtual Private Cloud (VPC) Using AWS
Amazon Web Services (AWS)
AWS S3 Basics
Amazon Web Services (AWS)
Crash Course on Python (Google Professional Certificate)