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18 сентября 2018

Support Team Lead

Киев · $2000 · 5 лет опыта · Advanced/Fluent

More than 5 years of experience in Customer Care supporting Western projects. Worked as Customer Support Manager, Shift Supervisor, Quality Assurance Manager, Risk Manager and Support Team Lead. Main responsibilities: • Building Customer Support Department from scratch; • Distributing the workload and minimizing expenses; • Setting goals and KPIs for the Support Department, creating a corporate culture and values; • Checking Support agents' work during the shift; • Listening to the phone conversation recordings to find errors; • Compiling reports with mistakes; • Conducting training to improve quality of work; • Creating the schedule for the Support team; • Hiring and training new staff; • Increasing sales, cross and upsales, improving retention rates; • Analysis of existing and new clients needs and behaviour; • Dividing tasks and responsibilities among support agents; • Dealing with unsatisfied and risky customers; • Processing refund requests from customers; • Working with payment processors such as PayPal, BlueSnap, Maxpay and many others; • Minimizing the refund and chargeback rates; • Maximizing retention rates after Disputes; • Improving the quality of services and products in general PERSONAL SKILLS Multi-tasking skills A persuasive communicator with perfect speaking skills Excellent interpersonal and coaching skills Strong self-organizational skills Flexibility Strong motivation for learning new areas of expertise Target driven Willing to apply knowledge and experience to improve efficiency and process optimization and learn new business techniques and methods. Right now looking for a suitable position with a company that offers a competitive starting salary, cares about its employees and offers possibilities for growth.

Launching a project from zero to hero; Building new CRM from scratch and ongoing development of new features; Converting leads into more than 8000 customers in a very specific niche; Monitoring work of over 100 people including developers, designers, support, and freelancers; Creating and implementing ideas that raised company's revenue for over 10% in a single month;

Профессиональный рост. Белая зарплата. Адекватный менеджмент.


19 сентября 2018

customer support,sales, head of support

Киев ,львов · $850 · 8 лет опыта · Advanced/Fluent

product Clients cooperation; Communication with international clients via chat, tickets, emails, phone calls; Assistance in problem resolution; Troubleshooting; Training of new operators/outsource operators; Cooperation with different departments (setting goals, conducting tasks to its logical conclusion); Administration of clients’ database; Analysis of client's activity; Inventing new tools, ideas, plans and their implementation; Partial participation in Development of Product and Company;, Validation of orders received from customers to facilitate smooth operations process and optimize profitability; Reception/follow up of service complaints and give feedbacks/solutions to customers on any service complaints;

Профессиональный рост. Неформальная обстановка. Адекватный менеджмент.


9 сентября 2018

Technical Support Engineer\Lead\Head of Tech Support Department, Release Manager

Киев · $2500 · 6 лет опыта · Upper Intermediate

Сurrent: Support Level 3 Responsibilities Deployment Documentation Release Management Envitonment Configutation Technologies/platforms/skills: Oracle DBA SQL Web-logic administration Tomcat-administration Microsoft Subversion Git\SVN Java SE7 Previous: Head of Technical Support Dept 1. Technical Support Engineers training 2. Support Department management 3. Corporate Customer Support/ Training 4. Support Projects Management and Reporting

ITIL® Foundation Certificate in IT Service Management Дата выдачи сертификатамай 2018 – настоящее время Лицензия GR750419212VR ITIL v.3 2011 Управление ИТ Сервисами Дата выдачи сертификатаапр. 2018 – настоящее время Head of IT Product Compamy Tech Support Department - Viseven OU Creative Department Project Manager - QAP INT (Viseven OU)

Middle\Senior Tech Support Engineer (L2-L3), Support Lead, Head of Support Department, Release Manager, Customer Support Manager


8 августа 2018

Technical Support/Customer Care Specialist L0, L1

Киев · $1500 · Больше 10 лет опыта · Upper Intermediate

Soft skills: Strong interpersonal skills Stress tolerant Fast learning Team player Tech skills: Administration of Windows Server 2003/2008 R2, CITRIX T-SQL ITIL 4 JIRA, Confluence, HPSC/Service Now, Zopim, Zendesk

10+ years in technical support (L0, L1 и L2) Besides primary duties I usually share the roles of: QA Manager (Quality Assurance for Support); Retention Specialist (keeping customers "within the family"); Technical writer (knowledge base, user guides and manuals, SEO articles etc).

Preferably, the role that involves SQL practice. Product/Service companies ONLY. (I'm not interested in offers from outsourcing and outstaffing companies).


27 августа 2018

Customer support representative 

Удаленная работа, Украина · $800 · 8 лет опыта · Advanced/Fluent

Extensive working experience in web projects Able to build support from scratch Familiar with all the major CMS, good knowledge of WordPress Basic HTML/CSS 8+ years of experience with client management and support Literate writing and speaking I do enjoy working a lot, so I'm okay with overtimes :)

Built the entire support system from scratch. From choosing the right software to training the second line support managers. Wrote the knowledge base, FAQ, scripts, and algorithms. Reduced the estimated ticket resolve time from 72 hours to 6 hours in a year.

I would be happy to take care of customers and partners in a young IT project. I usually work remotely, but I'm okay with relocations and interesting office-based projects, so feel free to contact me if you think we are compatible :)


12 августа 2018

Customer Support

Киев · $600 · 5 лет опыта · Upper Intermediate

Последнее место работы: MinexSystems (MinexCoin), Kiev Customer Support Specialist 09.08-2017 - 14.08.2018 Ответы на вопросы пользователей, решение проблем с настройками и обьяснение принципов работы продуктов. Передача более сложных проблем разработчикам путем создания задач в Jira. Передача пожеланий и предложений маркетинговой компании. Поддержание активности в группах. Написание статей FAQ (на английском). Перевод интервью CEO на английский (YouTube). Принимала участие в блокчейн-конференции 12 октября 2017 года. Уточнение, все ли получилось у клиентов, напоминание про необходимость операций. Установление доверительных отношений. BTT, Telegram (4 группы), Facebook, Slack, Reddit, Jira, email (HelpScout), Google Docs. Рабочий опыт включает работу в качестве персонального помощника и переводчика в 2 британских компаниях; в службе поддержки американской подписной компании (только email в рабочее время по Москве, офис в Москве). Много принес опыт работы в издательском доме, благодаря ему, позднее, в британкой компании, сама готовила макеты флайеров, постеров, визиток и др. промо-материалов для участия компании в выставках. Опытный пользователь, сама могу обслуживать свой компьютер и решать проблемы. Опыт работы с OS Windows (NT, XP, 7, 8), Ubuntu, Mint. MS Office, Libre Office Writer, Photoshop, CorelDraw, ABBYY Lingvo, Google Docs, Jira, Slack, Bittrex, CRM (опыт с внутренней системой одного из работодателей).

Хорошие навыки общения и доверительные отношения с участниками сообщества (на момент моего ухода около 5500) и коллегами. С отдельными участниками сообщества общаюсь до сих пор в частном порядке. С коллегами хорошие отношения.

Люблю видеть результаты своей работы. В качестве агента поддержки - что у пользователя всё работает, как нужно, что он понял принципы работы программы/продукта и разобрался. В качестве персонального помощника - что все в офисе работает, как надо, нет неудобств или дискомфорта для сотрудников и руководителя. Я достаточно ответственна для удаленной работы. Не работаю в ночные смены в офисе. Зарплатные ожидания от 600 USD (на руки после выплаты налогов)


6 сентября 2018

Support manager / Team Lead

Харьков · $2500 · 5 лет опыта · Upper Intermediate

I have extensive experience in managing the support/consulting department of a large franchise Internet company and fintech IT company for more than 5 years in total. Also, I have a huge experience in developing and implementing the processes. I took the position of a Scrum master. Have experience in leading simultaneously more than 30 projects personally, and more than 100 projects on demand. I have experience in work with programmers in controlling the quality of the current product and the new product, using Jira, MantisBT, Slack, Wunderlist etc. Have an experience in creating Support Department and teaching junior team mates. - 3+ years experience in managing teams - 5+ years experience in leading several projects - 5+ years experience in consulting customers in business development - 5+ years experience in troubleshooting - Knowledge of web applications development process - Experience in developing processes and its implementation - Experience in creating team - Experience in leading L1, L2, L3 Support team - Experience in teaching junior team mates - Extensive experience in supporting customers - Experience working as a Scrum Master - Knowledge of Agile project management frameworks - Knowledge of SDLC process - Upper-Intermediate English - Experience in project documentation - Strong knowledge in HTML5/CSS - Issue tracking systems (JIRA, Mantis) - Proficient with the use of Skype, Slack, Google Docs, Dropbox, MS Office. - Development methodologies (Agille, Scrum) - Integrating monitoring tools (Google Analytics, Yandex.Metrika) - Master’s degree in Computer system and networks - Master’s degree in Management - PhD student in Project Management

- Writing corporate literature (business model, corporate book, additions to the book, etc.); - Writing instructions to the administration panel of the site; - Consulting 100+ customers; - Increase in turnover (monthly fees) in 200%; - Increasing quality of team knowledge and operability with fixed number of employees (facilitation in learning team mates); - Increasing team productivity twice with implementing the new tools (JIRA SD, creating algorithms of complex tasks); - Implementing the study system for juniors and newbies with further upgrading their knowledge.

- Trips abroad with ability to relocation; - Flexible working schedule; - Friendly colleagues; - Interesting projects; - Opportunity for career growth; - Ability to work at home or from other city for a short period of time in case of travelling;


29 июля 2018

Customer support/success specialist

Любой · $2600 · 6 лет опыта · Upper Intermediate

VOIP, Linux, SQL, Salesforce, Sigos, Zendesk, Confluence, Jira

5 years of experience working for international voice wholesale carrier, busy with network support, monitoring quality figures, troubleshooting and solving issues, handling tickets and escalations, providing support for sales team (both ukrainian and european colleagues).

Looking for job with wide variety of responsibilities, which will involve both my soft and hard skills - ready to take part in sales support and BA. Eager to learn new technologies. Prefer fast-changing and growing environment.


7 сентября 2018

L3 Support with SQL & Change/Release background

Киев · $2000 · 10 лет опыта · Upper Intermediate

Change management Release management Incident management Support processes Oracle SQL PL\​SQL Teradata DWH OBIEE Functional Analyst Business Analyst Technical Analyst Business to development translating Banking workflow Sales workflow Reporting

L3 - in-depth analysis of critical user issues; UAT, QA and PROD deployments coordination; Initiate fixes and changes to improve product quality based on customer's point of view, deployment, track positive/negative influence. Developed and implemented processes based on ITIL conceptions aimed at decreasing of complaints inflow and working process automation; 24/7 (on shifts) support of Live applications, issue tracking, analytics and communication with customers; System monitoring and update (issue tracking, escalation process); Fix customers' queries (mail, phone, HD, etc.); Improve new features and bug tracking in CRM and KB systems; Improvement of QA process Take a part in Data Warehouse planning/architect/building in 2 banks. Analyse requiremnts and SQL(Oracle/Terradata) writing/optimysing to aggregate data from different bank's systems to DWH ETL processes planning/architect/development (ODI, SQL) DataMarts/Reports creating (OBIEE)

Looking for an interesting, challenging project to share my & gain new experience!


2 августа 2018

Developer, team lead, business analyst, technical support.

Киев · $1300 · Больше 10 лет опыта · Upper Intermediate

OEBS 12 - AP, CE, TAX, Future expenses, international support in English. Operational activities - support modules on international tax and financial statements (instalation, consultation of users, communication with customers, both internal and external developers, writing business requirements for software detected errors, reporting auditors). Development - Migration Project acquired companies (coordination mechanisms and consistency with internal and external developers), updating the existing and introduction of new functionality (update functionality according to the new requirements, the introduction of new software according to company procedures, configuration interaction with other systems - communication with the customer, internal and external developers.

Ability to lead the team. Ability to collect business requirements, range them with key customers, connection customers and developers during writing technical assignment, testing and deploying. Ability to work with documents and test them at early stage of product development (plans, specifications, standards). Experience with software development methodologies and software development life cycle. Knowledge in business processes of company. Ability to work according to methodology Waterfall / Agile. Knowledge of methodologies, techniques, levels and types of software. Understanding client-server architecture. Ability to prioritize tasks. Ability to work in a team and cooperate with other departments. Experience in testing of applications. Expierence in creating site. Knowledge in Java Core.

Strong companies, interest projects.


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