Candidates 3
$600 / mo
≈ $7200 / year net
System administrator / Helpdesk/ support manager
Spain · More than 10 years of experience · Intermediate ·Published 3 April
Spain · More than 10 years of experience · Intermediate ·Published 3 April
$1500 / mo
≈ $18000 / year net
Customer support / system support analyst
Spain · 10 years of experience · Advanced/Fluent ·Published 13 March
Spain · 10 years of experience · Advanced/Fluent ·Published 13 March
System Support Analyst
September 2022 – Present
Workforce management & HR solutions.
Customer support. Help Desk. Pre Deployment testing.
Salesforce.
Social Media Company
Team Lead
Nov 2020 – July 2022
Mentoring trainees. Making onboarding easier for new colleagues and helping other coworkers to improve their results. Area: content moderation and client support.
February 2020 - Present
Social media content moderation and customer support.
Working with ZenDesk, administration panel, checking posts made by users.
October 2014 – January 2016
Support manager at LearnThatWord (a website for English language students).
My duties:
• worked as a part of the support help-desk team.
• conducted recruitment efforts on LinkedIn.
This position demanded the continuous use of English.
March 2013 – October 2014
Moderator of webinars (later - project manager)
My duties:
• moderation of webinars (technical support and assistance for trainers);
• online consultant (JivoSite, Ammyy);
• content management;
• email marketing;
• maintaining a database of clients.
My work was in Russian and Ukrainian.
2013
Content manager, site-administrator at a directory of mobile phones.
My duties:
• moderation of forum;
• moderation of ringtones;
• content management
My work was in Russian and English.
May 2012 – March 2013
Assistant of internet-marketer in the IT-company, working on a time tracking software for office and remote employees.
My duties:
• maintaining a corporate blog on Wordpress (preparation of articles on topics: work efficiency, time-management…);
• maintaining of company's pages in social networks (Facebook, Vkontakte, Twitter, Google+);
• copywriting, rewriting (press-releases, articles, reviews);
• cooperation with bloggers, journalists;
• email marketing;
• activity on discussion-forums, social networks;
• other activities to promote our products and increase traffic;
• analysis of advertising effectiveness (Google Analytics, Yandex.Metrika).
My work was in Russian, Ukrainian and English.
- Ukrainian (native)
- Russian (bilingual)
- Spanish (advanced)
- English (advanced)
- Italian (basics)
$5000 / mo
≈ $60000 / year net
Head of Customer Support / Head of Quality Control Department
Spain · 8 years of experience · Upper-Intermediate ·Published 10 March · In passive search
Spain · 8 years of experience · Upper-Intermediate ·Published 10 March · In passive search
Responsibilities:
- Team recruitment, onboarding and training
- Creation of documentation necessary for the team’s work with the customers/ updating information and adjusting templates
- Development of department growth strategy, KPIs, Quality Performance Charts
- Establishing operational processes (implementation of LiveChat, launch of telephony)
- Carrying out quality control over the team’s work: monitoring and evaluating chats, letters, calls, timely closure of tickets
- Working with a database of VIP customers, developing individual offers, selecting gifts for this segment of users
- Unloading, updating the database for VIP customers and distribution of tasks regarding communication with VIP customers at the shifts
- Reporting (weekly, monthly)
- Internal communication and constant interaction with KYC, Compliance, Promotion, Affiliate, Technical, Financial departments
- Competitor monitoring and performance analytics
- Attending work meetings/conducting team meetings and providing general feedback to each team member
- Calculation of team salary according to KPI results
- Formation of a positive psychological climate in the team
- Assessment of the product knowledge in the team (creating and conducting tests)
- Maintaining team productivity, team SLA, Quality Performance Charts statistics
- Providing control over: team work processes, shifts attendance, discipline monitoring, fulfillment of KPIs by the team
- Motivating the subordinate group, creating a friendly, non-toxic work environment and implementing positive changes
- Team workload monitoring
Opening a customer support department from scratch. Work with various markets and knowledge of the characteristics of customer segments: Australia, Canada, New Zealand, Ireland, Europe;
Quality control (development of Quality Performance Charts, control over compliance of corporate communication and customer service standards by the agents);
Settlement of customer complaints;
Development and implementation of a comprehensive strategy and tactics for VIP service to meet the needs and expectations of the customers;
Monitoring, analysis of the market and competitive environment.