Candidates 12
$1200 / mo
≈ $14400 / year net
HTML Markup Developer / Technical Support Engineer
Ukraine · 5 years of experience · Advanced/Fluent ·Published yesterday
Ukraine · 5 years of experience · Advanced/Fluent ·Published yesterday
Jun 2018 - Nov 2021, Remote work
- Developed and maintained responsive components, templates, and layouts using HTML, CSS, and jQuery, for CMS WordPress ensuring seamless user experiences across devices;
- Strong knowledge of WordPress theme development, customization, and plugin integration;
- Have experience working with Advanced Custom Fields (ACF) and Elementor;
- Collaborated with designers and back-end developers to integrate front-end code with server-side logic.
- Utilized jQuery to create dynamic and interactive features, enhancing user engagement and satisfaction.
- Optimized website performance through efficient CSS styling and JavaScript code optimization techniques.
- Bugfix and maintain existing components and templates;
- Test across browsers and devices to ensure the UI is functional on all devices;
- Work with the support team to fulfill customer requests;
- Development work on client websites;
Deluxe Entertainment / Production Engineer
Nov 2021 - Dec 2023, Remote work
- Diagnosed and resolved escalated incidents and service requests within established SLAs, ensuring maximum uptime and customer satisfaction;
- Collaborated with Tier-1 and Tier-2 support teams to escalate and prioritize critical issues, providing guidance and expertise to facilitate resolution;
- Conducted in-depth root cause analysis of recurring incidents and implemented corrective actions to prevent future occurrences;
- Acted as a subject matter expert for specific technologies or systems, providing training and knowledge transfer to junior support engineers;
- Participated in on-call rotations to provide 24/7 support coverage and respond to critical incidents outside of regular business hours;
- Recommend system optimizations, process flow changes, and document work instructions, standard operating procedures, and FAQs;
$900 / mo
≈ $10800 / year net
Сапорт
Ukraine · Dnipro · 6 years of experience · Intermediate ·Published yesterday
Ukraine · Dnipro · 6 years of experience · Intermediate ·Published yesterday
$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.
$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.
$650 / mo
≈ $7800 / year net
Customer support agent
Ukraine · Dnipro · 5 years of experience · Intermediate ·Published 11 April · In passive search
Ukraine · Dnipro · 5 years of experience · Intermediate ·Published 11 April · In passive search
Freelance Graphic Designer
04/2020 - 04/2023
I develop a quality graphic product for the needs of the customer.
This is creative work based on proper interaction with the client, understanding
his desires and achieving mutual understanding.
Monobank
Caring Service Agent.
03/2022-10/2022
A telephone customer service operator, I advise customers on tariffs and terms of service, guide them through the banking application, solve technical difficulties, help them find the right place in the customer's city and much more.
Amazon USA (Private Label)
Account Manager
07/2016 - 12/2021
Maintain the company's Amazon account on the PL strategy.
In-depth analysis of the niche and competitors, product selection and ordering,
communication with suppliers and customers, correspondence with Amazon
support.
$2000 / mo
≈ $24000 / year net
Customer Service Team Lead
Ukraine · 6 years of experience · Upper-Intermediate ·Published 10 April · In passive search
Ukraine · 6 years of experience · Upper-Intermediate ·Published 10 April · In passive search
I specialize in:
- Creating Customer Service Department from scratch;
- Developing service strategy, regulations and instructions for the Services Department;
- Recruiting and training of the team;
- Management and KPIs appointment.
For these 6 years I've been successfully working with my team to provide high-level customer service, get sales targets, and grow clients' loyalty.
I also have experience in international trade for retail chains, both import and export deliveries.
My total experience in management of teams makes 12+ years.
For now I would like to continue my professional development in Customer Experience, Service Design.
$2500 / mo
≈ $30000 / year net
Head of Customer Support
Ukraine · Dnipro · 9 years of experience · Advanced/Fluent ·Published 1 April · In passive search
Ukraine · Dnipro · 9 years of experience · Advanced/Fluent ·Published 1 April · In passive search
Company: QuartSoft
Position: Community Manager
Communication with native speakers via email, social networks
Creating content for the Facebook group
Maintaining viral interest in the product
Working with user database
2) 5 years
Company: Murka:
Position: Customer Support / Team Lead
Resolving users' issues via Zendesk / Helpshift system
Creating and adjusting the team processes (15+ people)
Hiring process: interviewing, accepting/rejecting candidates
Mentorship
Work with admin panel/database
Unique VIP system for 'whale' players
Auto-reply system: automation, chat-bot
Negotiation calls with American and Indian partners
3) 1 year
Company: Murka
Position: Project Manager
Team planning (15 people, art team + dev team)
Daily, weekly, quarterly, and non-regular activities
Communication with CTO, PO, BI, analysts, and other teams
Building strong optimization processes
Writing documentation, release docs, etc.
4) 1 year
Company: Playtika
Position: Incident manager
Handling production incidents: prioritization, escalation, reporting to stakeholders
Communication and close interaction with RnD, Marketing, Economy teams
Working with databases (basic SQL queries), back-office tools
5) (since March 2023)
Company: Smart Project
Position: Head of Customer Support
All the stuff a Lead usually does (thank you for reading through all of above)
2) auto-reply system that covers ~35% of issues
3) staying long-termed friends with ex-customers :-)
1) to be on an equal footing with me;
2) honest, adequate, and timely feedback;
3) high vision of the direction of the company
I'm not ok with:
1) calls;
2) micro-management;
3) non-passionate people.
$3500 / mo
≈ $42000 / year net
Technical Support Engineer
Ukraine · 5 years of experience · Advanced/Fluent ·Published 22 March · In passive search
Ukraine · 5 years of experience · Advanced/Fluent ·Published 22 March · In passive search
Technical support engineer at Ciklum
Resolving issue on client's request
Monitoring customer events and troubleshooting issues with them.
Creating a knowledge base for customers and our team.
Working with IP/TCP configurations.
February 2019 - October 2019
Customer success manager
Providing consultation for users about the product.
Resolving issues on customer's requests.
Manual testing platform in order to find bugs and issues on it.
Close collaboration with QA and data science teams.
Working with CMS, Testreil, and Jira.
Analyzing product on prod in order to find issues in the early stages.
Integration customers platform to our system.
October 2019 - February 2021
System Engineer
Working with customers requests;
Monitoring system functionality and health status;
Working with tickets according to the SLA;
Testing new functionality on the system and web platform;
Troubleshooting issues on Azure and solving them;
Appropriate escalation of the issues to the different departments;
Making additional configurations of the system in Azure;
SOC agent:
Resolving tickets that are related to security issues;
Working with firewall configurations;
Primal investigation on issues, that are related to SOC activities;
February 2021 – February 2022
Site reliability operation analyst/Incident & Escalation Manager
Troubleshooting issues on the platform;
Creating a knowledge base for employees and users;
IMOC (Incident manager on call)
Creating runbooks and alert description
Managing alerts;
February 2022 - Current date
Technical support Engineer (L3):
Resolving issues on customer's requests;
Working with Mongo DB (Studio 3T);
Helping QA to find bugs on the platform and the root cause for them;
Working closely with Devs in order to find the root cause for the P1 incidents;
Providing training for employees on how to work with the platform or solve issues.
AZ-900
Created a knowledge base from zero for customers and team.
Help to automate several processes in our CRM system.
Implemented several solutions in order to find additional bugs on the platform.
$1750 / mo
≈ $21000 / year net
Customer Support Representative/ Представник клієнтської підтримки
Ukraine · Dnipro · 8 years of experience · Advanced/Fluent ·Published 13 March
Ukraine · Dnipro · 8 years of experience · Advanced/Fluent ·Published 13 March
My main duties included: inbound/outbound calls handling, chats, emails, ticketing systems, and managing social media accounts. I have a huge experience communicating with native English speakers and would be happy to apply this experience while working on a new project.
We have built an entire UA-based Customer support team and set up all the processes from scratch.
We were proud to provide and maintain top-level service to Elixinol customers for almost 3 years.
- 1(current)
- 2