Customer support engineer

Lviv · $800 · More than 10 years of experience · Intermediate

11.2018 – 12.2019 - Middle System Engineer (Perfectial). Installation and configuration user workplace, solving typical user incidents, support services (installation/maintenance) for Corporate hardware/software and related technologies: Servers, Desktops, and Laptops; Network devices; Printers, maintain Active Directory and Group Policies for computers & user accounts, apply operating system updates, patches, and configuration changes,a analyze system logs and identifying potential issues for corporate resources, A/V and conference room setup/maintenance and other duties and special projects as assigned. 09.2015 – 10.2018 – Users support specialist in IT Department (concern “Galnaftogaz”). Responsibilities: Providing advice to employees witch soft and hardware, solving incidents and service requests (2-d line of support), providing non-stop work of personal workstations of users and peripherals equipment, installation of operating systems and their configuration, installation of system application software and configuration, connection of workstation and peripheral equipment information network of the enterprise ensuring the maintenance of hardware company, primary repair of equipment, support of current inventory of main assets related to information technology, etc. Support of Windows OS, Active Directory, Group Policy, DNS; Knowledge of network protocols such as DNS, DHCP, TCP/IP, HTTP. Experience in support and management of Local Area Networks (LAN), Virtual Private Networks (VPN). 10.2007 - 03.2014 – engineer of 2nd category in Lviv Branch of “Golden Telecom” (Since 11.2009-05.2012 JSC Started working in Lviv Branch of "Golden Telecom" (since 11.2009-05.2012 p. JSC "Ukrainian Radio Systems" (TM "Beeline")). Responsibilities: monitoring and organization of contractors, work about restoration customer service Internet, development of technical problems, solving emergency situations related which service work (Trouble Tickets in system Helpdesk, Service Desk and TTWOS WO) witch clients accompaniment of contracts witch contractors companies about connection and operation of the emergency-renewable, carried connected out preventative measures to support the work of equipment connected with network access development and network reconfiguration, recording of equipment and network technology, access equipment management, solving conflict situation related to quality and speed of internet services according to customers contract and others.


Travel coordinator/ Travel manager (Corporate, company, business travel)

Remote work, Ukraine · $500 · 5 years of experience · Intermediate

Більше 3 років досвіду планування закордонних подорожей (корпоративні, приватні). Співпраця з B2B системами. Налагодження логістики. Розуміння travel-бізнесу. Впровадження принципів роботи, які допомагають оптимізувати затрати на корпоративні подорожі.

Support, Account Management, Customer care

Оптимізація витрат на корпоративні поїздки закордон.

Хочу допомогти спростити, покращити, оптимізувати процес відряджень.



Kyiv · $4000 · More than 10 years of experience · Advanced/Fluent

Experienced COO/CFO. - Reviewing all formal finance, HR and operational procedures - Advising on long-term business and financial planning - Managing the processes for financial forecasting and budgets - Assisting CEO in fundraising ventures - Participation in expansion activities (investments, change of business model, etc.) - Overseeing the preparation of all financial reports for the owner and registered auditors - Providing management of the finance and accounting - Providing strategic recommendations to the CEO - Implementation of business strategies, plans, and procedures - Establishment policies promoting company culture - Overseeing daily operations of the company and the work of executives - Managing relationships with partners

English, Finance, Agile, Scrum


Operations Manager

Kyiv · $700 · 3 years of experience · Upper Intermediate

• Effective communication with clients, foreigners and international colleagues • Good knowledge of business English • Excel lover • Market research and building of a CRM list from scratch. • Good at process optimization • Data analysis skills (Excel PivotTable (Currently learning Power BI and SQL)) • Collaboration and tracking systems • Financial systems (Unit Economics, Income Statement)

• Answered the most incoming calls in the department. (For about 1000 per month) • Helped colleagues to solve Excel issues. • Optimized processing time and sending awards all over Ukraine. • Conducted analytics and prepared several presentations. • Organized several team-buildings. • Created a database of dating and social network applications with their analytics and founders. • Created a database in Excel with all the event halls of Ukraine, which helped the team to reduce the time in search of a suitable location. • Implemented a checklist rule before the event to monitor availability on stock. • Provided support for 60 football teams throughout the season and scheduled for them comfortable playing time. • Twice champion of Ukraine and prize-winner of numerous international tournaments as an ice hockey player.


Customer Success Manager/Account Manager

Kyiv · $1000 · Advanced/Fluent

Customer Service Expert - Maintain and develop long-term relationships with customers of corporation - Control processes in projects for CS, identify red flags to prevent customers issues - Engage and collaborate with overseas customers and partners to find win-win structure of relationships for all parties - Maintain higher than industry average NPS score - Analyzing data to draw business-relevant conclusions and in data visualization techniques and tools - Generating new systems in customer service compensation policy - Implementation and roll out of new projects - Ensuring the highest standards of customer service is provided - Conducting refresher trainings on all side duties. - Review nature of all complaints/problems and assist the guests in providing a satisfactory solution following company guidelines. - Follow established procedures to maintain, safeguard, balance and reconcile assigned cash float. - Maintaining a high standard when handling personal information such as bank cards statements and credit card details.

Support, customer support, Customer service, Customer care, Good communication skills, Account Management, helpdesk, Communication Skills, English, Ability to learn quickly, Service Desk, Relationship Management, Financial Reporting, Quality control, head of customer support, Team working, English Fluent


Junior QA Engineer

Kyiv · $500 · Advanced/Fluent

February 2017 - to date - Freelance Team Manager Kyiv, Ukraine Generating new leads, researching the pools of potential employees (freelancers); Initiating the first contact with a potential candidate; designing and implementing the overall research strategy; constant search, analysis and examination of social media channels and websites; managing leads’ activity and supporting them in their every day work; making monthly and annual reports, analysis of results; meeting the goals based on individual and team KPIs; developing strategies for keeping specialists within the company. May 2017 - 2018 - Freelance Writer (Livingston Research Group) Kyiv, Ukraine Writing and editing English articles from scratch with detailed, accurate, and up to date information in accordance with clients’ requirements within set deadlines; searching relevant information, its analysis and compilation into the final product; enriching of background knowledge in different spheres for its application in articles. March 2016 - January 2017 - Customer Success Manager Kyiv, Ukraine Providing 24/7 support for English-speaking clients from all over the world via e-mails, live chats and phone calls according to the priority and urgency; providing information about company services and policies; performing e-mail and phone marketing tasks (selling additional services, promoting new features, processing feedback, etc.); managing technical issues, troubleshooting, providing right solutions and alternatives within required time; support and monitoring of customers’ projects fulfillment throughout all stages; promoting company services for new clients; generating new ideas for the service improvement. 2015 - 2016 - Teacher of English and French at courses in foreign languages "Effect". Kyiv, Ukraine Teaching English and French in groups and individually; teaching English for Business; coordinator of speaking, video and grammar clubs; elaboration of various visual materials, preparation and development of interactive classes for younger students; conducting various thematic events and evenings.

Manual Testing, Quality Assurance, Web Testing, SQL, HTML


Customer Support

Remote work, Ukraine · $650 · 5 years of experience · Advanced/Fluent

Driven, proactive professional with 5+ years’ experience managing payroll, schedule coordination, and communications seeking a part-time Executive Manager position to benefit the organization through executive support. To further develop my professional career with an executive management position in a world-class company. Seeking to diversify my skills in another industry and as part of a larger organization.

Support, Customer service, English, Good communication skills, customer support, Account Management, Project Management, Communication Skills, Customer care, People Managenent, Slack, Microsoft Office, Jira, Ability to learn quickly, Agile, Technical Support, Team management, helpdesk, CRM, Windows, Redmine, Service Desk, Customer Support, IT Service Management, JIRA

Additional education: MINI MBA PROFESSIONAL (MMP)/Reg No. ADDF9A12C600, MBA, MMU Marketing Universal Business School, Kyiv, Toefl-Osvita, license 0000000025762651 ETS ID: 11434193 ITTT-Tefl and Tesol 120h, CTBe, QA Engineer, NLP course, Online course, Futurelearn - University of Auckland- Logic and Critical Thinking, University of Southampton-Understanding language: Learning and Teaching, What is the character, virtue ethics in education, What is mind; Driving license.

Loyal and democratic space, I am open between 9 am and 3 pm


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: VPN (Nov 2017 - Jan 2018) - Website translation, application translation
 Available here:
 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


Head of Support, Team Leader of Support

Kharkiv · $1500 · 6 years of experience · Advanced/Fluent

During 6 years of my work experience I have covered a path from Customer Support Representative to Team Leader. I have completed the projects: - creating and leading the team of Supervisors in Kharkiv and Lviv (including selection process, providing feedback, improving the training and processes related); - onboarded first unit of the team in India; - created a new branch of on-the job training and onboarded leaders for each of the branches and locations; - successfully established new CS Office in India (creating and delivering training for newcomers, optimizing operations); - successfully established new CS Office in Mexico (creating and delivering training for newcomers, optimizing operations); - managed projects of new trainings and soft skills workshops creation

Confluence, Jira, Project Management, Communicative skills, Scrum, Customer service, Customer care, CRM, People Managenent

Besides, I have participated in Hour of code initiative. This is a volunteering project aimed at promoting learning/coding among schoolchildren.

I am searching for challenging tasks and new responsibilities.

13 November

HR manager 

Remote work, Ukraine · $600 · 2 years of experience · Intermediate

6 лет занимаю должность управляющего медицинским учреждением. Есть опыт в подборе персонала, адаптации, составлении профилей вакансий, должностных инструкций, мотивации сотрудников. 2 года в IT отделе - опыт в формировании корпоративного духа, мотивации, подборе и адаптации сотрудников. 7 лет была консультантом в немецко-украинском психологическом проекте онлайн-консультирования.

HR, Onboarding, Human Resources, Interviewing, recruitment, Project Management, Psychology, English, Research, Communication

7 лет опыта работы в проекте онлайн-консультирования, 2 года работы HR в IT отделе, 6 лет занимаю должность управляющего медицинским учреждением. Опыт написания научных статей.

Создание проектов по найму сотрудников, описание должностных инструкций, составление обучающих программ, составление профилей вакансий, поддержка сотрудников через чат, консультирование в переписке

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