Candidates 61
$1500 / mo
≈ $18000 / year net
Support & Deployment Engineer
Ukraine · Dnipro · 4 years of experience · Upper-Intermediate ·Published 24 April
Ukraine · Dnipro · 4 years of experience · Upper-Intermediate ·Published 24 April
Experience:
Technical Support Specialist Ciklum, Dnipro September/2020 – present
• Provided technical support to clients using automatic cameras for sporting events.
• Effectively resolved issues related to software, cameras, and operating systems via email and chat.
• Analyze metrics (Grafana, Coralogix) and identify issues to fix camera and software problems.
• Assist customers with system operation (system setup after installation, software/configuration updates in production, and assistance with faulty cases) + emergency assistance during live broadcasts.
• Detected and created software/graphics/cloud/image version bugs in Jira (with investigation process, issue cases), contributing to product improvement.
• •Conducted manual testing of new features and ensured product quality.
Skills:
• Excellent communication skills for effective client interaction and issue resolution.
• Deep knowledge of our software, cameras, and operating systems (Windows, Linux), streaming enabling quick resolution of technical issues.
• Manual testing, with results recorded in jira, slack
Languages: Ukrainian, English
$1000 / mo
≈ $12000 / year net
CUSTOMER SUPPORT MANAGER
Ukraine · Dnipro · 5 years of experience · Intermediate ·Published 23 April
Ukraine · Dnipro · 5 years of experience · Intermediate ·Published 23 April
$1400 / mo
≈ $16800 / year net
Head of Customer Support/ Sales Manager/ Business Development Manager/ Customer Support Manager/ Customer Support Representative
Ukraine · Dnipro · 5 years of experience · Advanced/Fluent ·Published 22 April
Ukraine · Dnipro · 5 years of experience · Advanced/Fluent ·Published 22 April
1) Noosphere Inc., an enterprise with different customers from all around the world for 4 years.
2) the latest company I worked for was A1 Logistics Inc. with US customers. I'd been working there for more than a year.
My main duties included: supervising 4 call centers (from different countries, not only UA-based), managing and coordinating actions of 5 supervisors and more than 70 agents, call quality control (quality assurance), onboarding of the agents, agents mentoring, improving agents performance, improving KPIs of the agents, monitoring and analytics of the KPIs, writing scripts, handling of agents' requests, working with difficult customers, working on policy of the company, inbound/outbound calls handling, sales, customers retention, chats, emails, ticketing systems, technical support of the customers, working in different CRMs, bug reporting, and managing social media accounts. I have great experience communicating with native English speakers and would be happy to apply this experience while working on a new project.
As a Senior Supervisor, I was glad to manage and improve agents' performance. And the whole department reached the KPI for that year.
I was so proud of the guys! We were proud to show the best results!
$1500 / mo
≈ $18000 / year net
Customer Support Representative
Ukraine · 9 years of experience · Advanced/Fluent ·Published 22 April
Ukraine · 9 years of experience · Advanced/Fluent ·Published 22 April
Revenue Grid
Position: Technical Support Engineer
Main activities and responsibilities:
· Ticket processing;
· Direct collaboration with the company’s internal teams;
· Providing technical support for company’s customers;
· Writing support knowledgebase articles.
June 2021 - July 2023
YayPay by Quadient
Position: Technical Customer Support Specialist
Main activities and responsibilities:
· Email and chat support;
· Ticket processing;
· Troubleshoot issues escalated by monitoring systems;
· Working with Developers/Engineering teams using Jira/Confluence.
March 2018 - June 2020
Elixinol LLC
Position: Customer service manager
Main activities and responsibilities:
· Phone support;
· Customer retention;
· Email and chat support;
· Ticket processing;
· Disputes handling.
May 2016 - March 2018
Global Bilgi Ukraine
Position: Monitoring specialist
Main activities and responsibilities:
· Online monitoring of projects according to KPI;
· Informing company employees about KPI deviations, developing an action plan;
· Exchange management, attendance reporting;
· Participation in automation, search for solutions.
September 2014 - May 2016
Global Bilgi Ukraine
Position: Reservation and ticketing agent of Turkish Airlines call center; Newcomers mentor
Main activities and responsibilities:
· Creating new reservations;
· Ticketing for existing reservations;
· Reissue and refund transactions;
· Providing passengers with any kind of information about the flight.
$1250 / mo
≈ $15000 / year net
Manual QA, Customer Support
Ukraine · 3 years of experience · Upper-Intermediate ·Published 20 April
Ukraine · 3 years of experience · Upper-Intermediate ·Published 20 April
$1500 / mo
≈ $18000 / year net
VIP Manager / Customer Support Team Lead
Ukraine · 6 years of experience · Advanced/Fluent ·Published 18 April
Ukraine · 6 years of experience · Advanced/Fluent ·Published 18 April
- Providing phone and e-support for the collaboration products to end users.
- Bug and user problems investigation;
- Managing a team of 5 subordinates, KPI, solving standard workflow questions, making duty schedule and simplifying the management process for Project Manager;
- Using Zendesk, Jira, Helpdesk, Redmine, Slack to keep in touch with customers and colleagues;
- SQL, XML, JSON, HTTP (for API) knowledge;
- Mentoring
2) Position: Technical Support Expert
- Support of corporate application users, deep understanding of application functionality and related business processes.
- Keeping all working processes in accordance with SOX Compliance Requirements
- Deep and thorough investigation of the user issues
- Support of data integration processes with other corporate systems.
- Writing SQL scripts (SQL Server Management Studio) to create custom reports and update info.
- Using ServiceDesk, Jira, SkypeForBusiness, Outlook and phone to keep in touch with customers and colleagues.
- Mentoring
3) Position: VIP Manager / Customer Support Shift Supervisor
- Helping players in solving in-game and technical issues;
- Managing conflict situations, resolving issues with positive outcome for both players and company;
- Processing user requests within the framework of targets (KPI);
- Investigation of in-game situations in order to prevent grave balance or critical technical issues;
- Shift supervising, assisting all team members in solving difficult situations with the requests;
- Working with VIP players, forming a deep personal bond with them (Creating and testing challenges and giveaways etc.);
- VIP Players retention;
- Drafting instructions and creating F.A.Q from scratch;
- Mentoring newcomers both for Technical and VIP support;
- Using Helpshift, Jira, Notion.so, Google Cloud Platform, Facebook, Google Calendar, Slack to keep in touch with customers and colleagues.
4) VIP Manager
- Main point of contact for VIP players of online casinos via live chats, e-mail, phone;
- Retention and reactivation of VIP player accounts;
- Monitor player performance and ensure that bonuses are offered in line with business & regulatory requirements;
- Implement targeted campaigns aimed at increasing the lifetime value of loyalty players;
- Plan and implement customer journeys across Casino specific products for all loyalty players across multiple brands and countries.
Developed a user FAQ section for three products utilizing exclusive, unreleased graphical assets, providing a distinctive and standout user experience.
One of my business clients provides feedback on my team, which brought down the response time to 10 minutes.
$1000 / mo
≈ $12000 / year net
Fraud analyst/Technical support specialist.
Ukraine · Dnipro · 2.5 years of experience · Intermediate ·Published 17 April
Ukraine · Dnipro · 2.5 years of experience · Intermediate ·Published 17 April
My experience as an analyst includes verification of foreign transfers, customer analytics and general account transactions. In addition, I communicate with other institutions to verify interbank transactions.
I have experience with CRM, Zendesk, Helpdesk, Sender and international payments and analytics.
I also have experience with Excel and Google spreadsheets.
I have B1-B2 level of English.
$1400 / mo
≈ $16800 / year net
Customer Support Representative/Supervisor
Ukraine · 5 years of experience · Upper-Intermediate ·Published 17 April
Ukraine · 5 years of experience · Upper-Intermediate ·Published 17 April
$2000 / mo
≈ $24000 / year net
Customer Support Manager
Ukraine · Dnipro · 4 years of experience · Advanced/Fluent ·Published 17 April
Ukraine · Dnipro · 4 years of experience · Advanced/Fluent ·Published 17 April
Foster an environment of open and honest communication, encouraging team members to express their thoughts and concerns at any time.
Conduct regular team meetings to ensure everyone is on the same page and informed about team goals and progress.
Individualized Development Plans:
Tailor Personal Improvement Plans not just for low performers but for all team members. Recognize their unique strengths and weaknesses to create more personalized development plans.
Well-being Programs:
Go beyond quarterly Employee Performance Reviews by implementing ongoing well-being programs. Consider wellness challenges, mental health resources, and flexible work arrangements to support your team's holistic well-being.
Performance Reviews:
Implement a systematic process for tracking and monitoring KPIs. Use technology and tools to make this process efficient and transparent.
Balance the KPIs by having a combination of individual and team-based KPIs. This ensures that team members understand how their individual contributions impact the collective success.
Team Management
Set clear, specific, and measurable goals for the team. Ensure that team members understand their individual roles in achieving these objectives.
Define key performance indicators (KPIs) and use them to measure and manage the team's performance. Regularly review progress and make data-driven decisions.
Help the team manage their time effectively. Prioritize tasks, set deadlines, and use time management tools to enhance productivity.
Feedback resolution:
Use client feedback as a learning tool to identify areas where services can be enhanced
Follow up with the client after the issue has been resolved to ensure they are satisfied with the outcome.
If necessary, involve relevant team members or departments to investigate and resolve the issue.
Successfully implemented the Zendesk platform for the entire department, improving customer support capabilities.
Specialty Requests Team:
Established and led a dedicated 10-member team to handle specialized client requests, ensuring efficient and high-quality service.
Promotions and Growth:
Mentored and guided 15 team members to attain promotions to middle and senior roles, and facilitated the advancement of two individuals into Team Leader positions.
Cross-Departmental Collaboration:
Actively communicated with other departments to gather insights and ideas for enhancing the app's design and user-friendliness, resulting in a more effective and user-centric application.
$2000 / mo
≈ $24000 / year net
Sales manager, Sales representative
Ukraine · 5 years of experience · Upper-Intermediate ·Published 15 April
Ukraine · 5 years of experience · Upper-Intermediate ·Published 15 April
I was working as a retail sales manager for an American company based in Westminster, CO. We were selling dietary supplements to the American market using chats on the website, emails, and phone calls.
Now I work as a broker in a logistics company providing B2C and B2B services. I arrange transportation for different types of vehicles all over the US. There is a lot of competition in this business, so I need to not only attract but also retain clients. Each client is very important and needs an individual approach so I’m in touch until the client’s car is delivered.
I'm highly organized, detail-oriented, and multi-task. I have good time management skills and can prioritize tasks effectively. I have good written and oral communication skills in English in the topic I work with and related topics. I'm also adept at using various software programs, including Microsoft Office and CRM, Slack, Trello, etc.
Thank you for your consideration and let’s connect!
I’m a team player and the atmosphere at work is very important for me. I would like to have a mentor who can help and advice during the first time of work.