Customer Support Wizard

Kyiv · $1300 · 4 years of experience · Advanced/Fluent

Affiliate Support Manager - Delivered an excellent customer experience, helping users with the onboarding process. - Conducts problem solving and troubleshooting (technologies stack: html/css, rest api) - Provides technical help to colleagues if required, participating in the internal knowledge base’s amplification and its maintaining - Achieved personal KPI, consistently exceeding key performance indicators. Community Manager - Creating of community posts and announcements through various social media channels and the Steam store. - Helping players to troubleshoot and fix various issues related to the game client acting on the edge of communications with the community. Forming bug-reports and delivering them to the dev team Customer Service Manager Supervisor - Took inbound customer support tickets, dealt with questions efficiently and effectively, turned objections into sales opportunities. - Assisted in training and hiring of customer service staff - Implemented customer support tools, KPIs, SLAs policies company-wide - Worked to ensure all individual and team targets were met - Supported sales reps and managers by providing information on various matters and making adjustments to accounts as needed. Customer Support Engineer - Answered customer inquiries, solved problems, and delivered new product information to customers and clients - Communicated to the development team regarding support cases - Handled a high volume workload within a start-up environment. Resolved an average of 200-300 tickets week and consistently met performance benchmarks in all areas (speed, accuracy and volume)

English, HTML, CSS, zendesk, MacOS, Scrum, Agile, Customer Support Management, Adaptability, Customer care, Confluence, Networking, Teamwork, customer success, Russian, Customer service, Support, Jira, Account Management, Project Management, Customer Service Management, Team management, helpdesk, Fluent English, Customer Support Expertise, Ability to learn quickly, CRM, Microsoft Office, Windows, Support on email, Knowledge Management, JavaScript, Customer Training and Support, Email support specialist, Live chat support, Sales, Troubleshooting, compliance, Technical Support, MySQL, software support, Soft Skills, ITIL/ITSM, Ability to use positive language, Business development, HelpScout, Intercom, voice of the customers, Quality Assurance

During my career I’ve held various customer-facing roles, working with product IT-companies from all around the globe. Achieving personal and team KPI’s, building voice of customers programs, solving conflicts, converting customers questions into sales opportunities, implementing customer support tools company-wide along with improving customer support procedures and processes, training and hiring customer support staff, and, not to say, delivering a top-quality customer service –– that is my area of expertise Subject Matter Expert: affiliate marketing travel industry, housing rentals, activity monitoring services, gamedev Support channels: social media, chat support, email support

Job expectations: Flexible working hours Ability to working remotely occasionally Competitive salary with the prospectives of its growth and the transparent procedure of performance review Product companies and affiliate networks are preferred Stop list: Call-Centers Gambling

13 December

Team Lead

Kyiv, Lviv, Zhytomyr, London, EU, USA, Canada · $1000 · 5 years of experience · Advanced/Fluent

•Took payment for services and bookings using local and foreign payment systems •Processed refunds •Performed senior managerial duties such as management, training and development of the group •Promptly response to general inquiries from customers via phone, chat and email •Escalated requests and performed customer follow-up calls to ensure their overall satisfaction with the service •Handled complaints Have experience with Cisco, Zendesk, MS Office I want to move further and gain new opportunities and experience in dealing with customers or performing senior managerial duties.

English, Support, Customer service, customer support, Customer care, Ability to learn quickly, Good communication skills, CRM, Microsoft Office, Communication Skills, Account Management, Project Management, Windows, helpdesk, Service Desk, Confluence, Team management, zendesk, Sales, Customer Support Management, great communication skills, Fluent English, first line support, client management

I helped the client from scratch to assemble a team, train and work successfully, generating revenue. Created the necessary conditions in the office and developed a training program.

I want to get new experiences, new acquaintances, new team and cool loyal leadership.

13 December

Customer Support Lead

Kyiv · $800 · 1 year of experience · Advanced/Fluent

Most recently, my responsibilities as Shift Manager and Customer Support Representative match the qualifications you are seeking. As a Customer Support Representative, I gained experience in resolving conflict situations, earned good multitasking skills, learned to communicate with customers in an efficient and effective manner. Working as a Shift Manager, I proved the ability to put the conversation in the right direction, in complicated situations in particular. I also have experience in time and workflow management. My experience as a Shift Manager complemented such treats of my personality as patience and attentiveness to details with perseverance and ingenuity. Working as a business development manager, my duties included developing growth strategies and plans, negotiating with stakeholders and providing after-sales support, which I find useful for the Customer Support Representative position. As it is displayed in my CV, I also have extensive experience in live communication with English native speakers, that will be helpful during the business correspondence and negotiating. I proud to say that I spent one of my holiday period being a volunteer in China as a teacher of English. It gave me the opportunity to help people, which is vital for me. I hope for an effective collaboration with your company and looking forward to speaking with you regarding your available position. Thank you for your attention, Sincerely, Iryna Soprun.

Support, English, Ability to learn quickly, Good communication skills, Customer Service Management

I expect a big project with the product where we can provide the best support for the Customers.

13 December

Customer Support Team Lead

Kyiv · $2500 · 7 years of experience · Advanced/Fluent

Motivated customer service specialist with over 7 years’ experience in a fast-paced, team- based environment. Currently manage team of 20+ agents. Enthusiastic, outgoing and knowledgeable proficient at building positive relationships with new and existing customers by offering superior customer service. Results-oriented Customer Service Professional who excels at uncovering customer needs, finding solutions and handling objections. Top performer with a consistent track record of meeting and exceeding goals.

Support, English, Customer service, Ability to learn quickly, Good communication skills, Customer care, CRM, Communicative skills, Team management, Account Management, Communication Skills, Microsoft Office, Windows, Jira, helpdesk, MacOS, Support clients, Support on Skype/phone, Email support specialist, Customer Support Management, Customer Service Management, Customer Training and Support, Troubleshooting, Customer Relations, Linkedin, VoIP, PowerPoint, Linux, Confluence, Project Management, customer support, Have experience of communication with native speakers, Process Management, CRM systems support, Team Building, Service Desk, zendesk, ServiceNow

I have good deescalation skills and find myself very communicative and hardworking. Each time a company has an outage or frustrated escalated customer, I am able to handle the situation.

I am interested in developing my personal skills and learning something new. Not afraid of complicated tasks and open for new opportunities.

12 December

Product Manager, Account Manager (Payments, Billing)

Kyiv · $1200 · 2 years of experience · Advanced/Fluent

Briefly about me. An open-minded person with a high level of responsibility and interest in IT. Has become familiar with the fresh billing practices on how to monetize the product but also developing and keeping strong trusted business relationships with partners. Has experience in communicating with different banks and payments providers regarding payments processing related matters. Learned the technical side of payments processing to understand how things are going in billing. The way I work. As a fast learner with high work capacity, I can work independently as well as in a team. Analytical mindset allows me to work efficiently with large data volumes, while effective communication skills serve me to resolve problematic situations. Being confident in investigating unresolved cases give me the opportunity in exploring innovative ways to work. Skills: in Agile - managing multiple cases following Agile methodology; in Jira - actively administrating backlog to provide clear direction to the other teams; in Confluence - knowledge bases updating; in MS Office - using formulas and building pivot tables in Excel, creating presentions of business plans in PowerPoint, agreements preparing in Word; in data analysis - analysing various data with Tableau; in market research - using it to discover new billing logics and features in e-commerce products. in coding - using basic SQL requests (data extracting) and learning C# (grasp of the product development process). Work experience: Compliance Specialist (November 2017 - April 2019) - communication with customers and colleagues from other departments (Finance, Development & Legal); reviewing customers' documents (KYC); obtaining confirmatory documents on customers transactions (AML); preparing the results of reviewing customer's documents and financial transactions. Account Specialist (May 2019 - present) - opening of merchant accounts (foreign banks and PSP's); analysis of ratios and thresholds (approve ratio, chargeback ratio, etc.); researching competitors, new features and billing logics.

Jira, Account Management, Communication Skills, Analytical Skills, Excel, Online payment systems, E-commerce, Fintech, Agile, Product management, Scrum, English, SQL, A/B testing, Product research

What I am looking for. While trying to become responsible for a breakthrough in the IT industry, I am looking for the opportunity to work in a speedy growing environment where I will be able to use my experience and knowledge to the fullest.

12 December

Customer Support

Dnipro, Dnipro · $800 · 2 years of experience · Advanced/Fluent

My main goal is to provide excellent customer care to the clients. There are different cases every day, starting from pre-sales about the hosting services the company provides and ending on fixing errors on the server-side/client-side, setting SSL certificates. Fixing such errors as 404,503,408, Internal Server Error, fatal errors in the code, etc. I am planning to become an iOS Developer later, this is the area I want to grow.

Jira, SQL, Web Testing, Confluence, Windows, Agile, Scrum, bug life cycle, SSH, Hosting, WebServices, Troubleshooting

Became Google Guru, quick at learning, from the beginning I didn't even know what hosting had been, etc.

Challenging tasks, NO SALES, friendly environment, bonuses, food(?)

12 December

Project Manager

Odesa · $1300 · 3 years of experience · Advanced/Fluent

Projects management and coordination: - estimation of time and resources required for tasks, - managing requirements, - risks management, - project team formation and management (description of requirements specification for team), - planning, assignment and control of project tasks, - regular analysis of project terms and deadlines, - everyday monitoring of projects, - deviation management; • Assistance in content creation and customization for customers, editing styles and layouts on websites; • Managing 3-5 projects at a time in a team of 6 developers;

Project Management, Wordpress, Web Development, HTML5, Jira, English

Achieved main company theme update, new features and editor development, created documentation for themes, tutorials, user and update instructions.

10 December


Remote work, Mexico · $1000 · 8 years of experience · Advanced/Fluent

Content Adore, 3 years, copywriting, instructions, reviews. Ardor Content, marketing, SEO materials. Movinghelpers, IT, technical articles.

English, Project Management, Microsoft Office

More than 7 years in copywriting. English, Russian. SEO knowledge.

Challenging and interesting. I am available for any remote writing position. All topics except medicine.

10 December

customer support, account manager 🔥 

Kyiv · $1000 · 6 years of experience · Advanced/Fluent

Skills: • Lead generation • Confident presenter and negotiator • Requirements engineering and analysis • Team mentoring and supervision • CRMs: Pipedrive, Hubspot; Tools: Slack, Asana, MS Office. Experience: Worked as a customer support and affiliate manager account/business development manager for over 6 years Languages: Ukrainian, Russian ­ native English ­ fluent French ­ intermediate

Account Management, Support, Customer service, customer support, English, Ability to learn quickly, Customer care, Microsoft Office, Windows, CRM, helpdesk, Good communication skills, Have experience of communication with native speakers, English Fluent, B2B, Communication Skills

Developing confident negotiation skills through career choices enabled me to contribute in expanding an existing client base in one of my recent companies. As I mediated between online calls and meetings with clients and collaboration with the recruitment departments, I implemented strategies to present relevant candidates to the clients in line with their requirements

Having reached the stage where I am assertive in my work and focused on outcome, I look for a post that will employ these qualities in a fast-moving, positive environment

10 December

Head of Support

Lviv · $1200 · 5 years of experience · Advanced/Fluent

• Setting goals to the team that are in line with the department and company goals, and ensuring the required performance targets and deadlines are met • Monitoring, assessment and feedback on team progress and performance; • Schedule creation and meetings planning • Communication to team and management on tasks completion and results • Effective conflict resolution

Support, English, Customer service, customer support, Customer care, Communication Skills, Customer Service Management, Customer Support Management, Change Management, Incident Management, Problem Management, Customer Service

• Hiring staff and Building a team for 24/7 Incident coverage • Staff recruitment and onboarding • Staff management and development

Working with an established team or hiring a new one from scratch to achieve the company goals

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