Customer care agent/ representative

Remote work, Ukraine · $700 · 1 year of experience · Advanced/Fluent

Hi, I hope you're having a great day. My name is Maria and I’m currently working as a freelancer. I worked as a customer service agent (both email and calls) in Zendesk CRM system where I helped customers solve various issues including marketing, logistic, technical, product questions, etc. I would love to be working again in an amazing team. I was born in Ukraine, but I grew up in a bilingual family. I have 10 years official English education so my English is on a native level both verbally and in writing. In addition, my background is in hospitality and tourism with more than 7 years of experience, so I know how to make guests and customers happy in a welcoming, warm and courteous manner. I’m available to work long-term. Will be happy to share my knowledge and expand my experience in a great friendly team of professionals. Warmly, Maria

Support, English, Customer service, Customer care, customer support, Ability to learn quickly, Microsoft Office, Good communication skills, zendesk, Troubleshooting, Communication Skills, Windows, CRM, Team management

27 May

Head of customer support

Kyiv · $3000 · 10 years of experience · Advanced/Fluent

IT and Operations professional 14+ years - Executive search - Customer success - Business development

Customer Care, Customer Relations, Customer Retention, Customer Service, It sales

1. mAssistance & Premium support That brought us about 20% increase in revenue 2. Retention Refunds decrease as a result of creating Customer Care department that worked with problematic orders (these were also about 20-30% of the total orders) offering clients credit. So by creating a system of such a dedicated support we managed to hold the % of refunds in between 1-2% out of the total amount of orders; not processing the refunds saving money for the company, showing good processing track for the payment pocessing system (merchant) and making our customer stay. p.s. 3. Calls Non-paid orders/forms are very frequent for B2C. I've analysed that we have more than 30% of non-paids by various reasons (you always need to talk to your clients even if you sell a top-notch tech solution). Customer pays for the service and your attention to them. Tested by 10 yrs non-stop experience. I've re-organized the existing sales team having two (later on more) people work on non-paids by calling the clients and helping them fill in the form. We've got that 30% back! 4. Customer's journey. I was one of the first Zendesk's clients integrating their CRM into the business. That helped us a lot to analyse and classify requests by TYPE and urgently assist our clients and also making the product better by tracking the stat-s and asking for their feedback. We've passed the stat-s to our dev team so that the product got improved immediately. 5. Escalation While developing a software you face endless product improvement and its compatibility on clients' side. It is important to have the processes being escalated correctly and punctually to all teams (dev, billing, marketing, sales, etc).

These are few examples I believe might lead me closer to the point on what areas drive me the most. And these are (but not limited to) building processes, constantly looking for new possibilities, offering alternatives, learning NEW and making experiments=testing hypothesis. And never forgetting that customer is the reason we have a job.

26 May

Business Development Manager, Account Manager, Sales, Operations, Project Manager 🔥

Kyiv · $1000 · More than 10 years of experience · Advanced/Fluent

- Business development B2B; - driving new business opportunities; - closing deals; - partner network; - project management. Achieving sales and project goals in time. Building long-term relationships with customers and resellers. Languages spoken: Fluent English (C1), Russian/Ukrainian(native), German A2.

Business development, Sales, Account Management, International sales, Networking, International Deals, Capacity of understanding new concepts, Negotiations, Communication Skills, English, Presentation skills, Business Development, sales, marketing, Lead generation and sales qualification, It sales, CRM, B2B, Europe and USA markets, Key Account management, Analytical Skills, Lead generation

increased software product sales by 50% every year in responsible area. Purchased Hardware and Software for new offices: active network equipment, CCTV IP Cameras, coordinated launching office work places

Preferred Industries: Logistics, IT, Telco, Automotive, Production, Aviation. Highly motivated, well organized team player, I help companies to successfully coordinate cross functional departments projects. I enjoy speaking with customers to understand their needs. Languages spoken: Fluent English (C1), Russian/Ukrainian(native), German A2

24 May

Onboarding Specialist, Project Manager, Customer Success Manager

Lviv, Kyiv, Kharkiv, Odesa, Lviv · $900 · 1 year of experience · Advanced/Fluent

PROFILE I am a goal-oriented and highly motivated person whose work life should be involved in the English language environment to broaden and establish easier processes between client and team and obtain more practice. I am confident that my experience can help to integrate projects inside teams, organize the studying process, estimate KPI, SLA targets. I am open to learning new and searching for a job for the longterm journey. EXPERIENCE March 2019 - April 2020 *Wow24-7 - Outsourcing Support Company CSR, AM, OM, Workflow Manager, Lviv My career at Wow24-7 began as English Customer Support Representative (CSR from March till June); Account Manager + CSR responsibilities (June-November); Workflow & Onboarding (Project) Manager (November – April) November 2018 - March 2019 *LLC “First Tech Consult Group” Chief Officer, Lviv Agency for mediation abroad. May 2016 - June 2018 *Travel-agency "Akkord-Tour" translator; Head assistant, Lviv My journey at "Akkord-tour" started from the position of documents translator for visa opening (Ukrainian/Russian/Polish into English)and after a 1-year extend to the assistant manager of Head of Europe department (bus tours from July 01, 2017, to June 01, 2018). November 2015 - May 2016 * "Hostel" Administrator, Lviv Booking and accounting, check-in and check-out, communication by phone, and via email, cleaning. EDUCATION Bachelor's degree Ivan Franko National University, Lviv Faculty of Foreign Languages (English Philology and Literature) 2014 - 2019 Secondary vocational Higher Vocational School of Catering and Tourism., Lviv Specialty: Tourism and Hotel Business 2011 - 2014 Languages Ukrainian - native English - advanced Russian - fluent Spanish - pre-intermediate Polish - pre-intermediate German - elementary SKILLS Computer skills Spreadsheet files + Microsoft prog. Email, chats, messengers CRMs Browsers

English, Support, Customer service, Customer care, customer support, Ability to learn quickly, Good communication skills, CRM, Communication Skills, Jira, Microsoft Office, Team management, Troubleshooting, Account Management, Project Management, Confluence, Service Desk, helpdesk, Поддержка, IT Service Management, Technical Documentation, Quality Assurance , customer success, Linkedin, Help Desk, быстрая обучаемость, Support on chat, problem management, Team working

Швидке вивчення і розуміння потреб клієнта, встановлення і навчання проекту для команди, безперевна підтримка команди до поки запуск проекту не відбувся та підтримка протягом 1 місяця після запуску. Онбординг клієнтів та створення команди під потреби клієнта. Високі комунікативні навички як з командою так із замовника. Вирішення проблем, конфліктів з чітким планом дій (замовник - команда). Можу порозумітись з інтернаціональними людьми і ввести переговори врахоуючи менталітет клієнта. Участь у ярмарку професій у 2019 році.

Для мене не має значення чи це буде маленька компанія на етапі старт-апу, чи повноцінно запущений проект одної компанії. Мені важливий результат і користь від мене як працівника, певного роду професіонала в свої справі. Готова якісно допомогти налогодити процеси онбордингу чи новачка в команді, чи клієнта з командою. Точно не бачу себе в продажах і дуже технічних позиціях, проте готова навчатись новому і відкрита до вдосконалення саме у вашій компанії. Сподіваюсь на довготривалу роботу більше, аніж на 1-2 роки. Якщо вакансії будуть у м. Львові розглядаю офісний варіант більше, проте позиції і можливість працювати відаленно теж підходять мені.

22 May

Affiliate/Marketing Manager

Kyiv · $1500 · 4 years of experience · Advanced/Fluent

Business development/account manager in CPA network/Direct advertiser

Affilate marketing, Business Developement, Account Management, Project Management, Digital marketing, Team management, international relations, Account-based Marketing, ecommerce

22 May

Support Engineer 

Kyiv · $1200 · 4 years of experience · Advanced/Fluent

Testing and analyzing technical documentation related to the project to find any defects at early stages of development Creating test cases regarding to testing goals Work closely with the US customers Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues. Ability to diagnose and troubleshoot basic technical issues Excellent problem-solving and communication skills Ability to provide step-by-step technical help, both written and verbal

Jira, Kanban, Scrum, TestRail, XML, MacOS, Mantis, CSS, HTML, Manual Testing (QA), Spring, Agile, Groovy, IntelliJ IDEA, Linux

18 May

Acccount manager/Customer Success manager 

Kyiv · $2300 · 5 years of experience · Advanced/Fluent

Competera Feb 2019 — Present Integration manager Responsibilities: - A primary point of contact for the set of customers in terms of Integration relationships and Product usage - Team lead of an integration team - Coordinate internal procesess of integration - Post-on-boarding - Conducting ongoing training/how-to sessions for customers based on customer’s configuration MobiChord Apr 2018 — Feb 2019 Account manager Responsibilities: - A primary point of contact for the set of customers in terms of Operational relationships, Product usage & transactional volumes - Coordinate with other internal Delivery teams to ensure successful delivery and Client satisfaction - Post on-boarding Manager of account team (analytics preparation) - Conducting ongoing training/how-to sessions for customers based on customer’s configuration IO Technologies Nov 2017 — Apr 2018 Customer Success manager Responsibilities: - Establish Customer Support Practices - Provide Technical and Product Support - Post on-boarding New request preparation for the next app release - Webinar and presentations preparations - YouTube channel management and video preparation JeraSoft Oct 2014 — Dec 2017 Application engineer. Pre-sales and post-sales collaboration with clients (B2B) Responsibilities: - presentation of a billing product, negotiations during the demonstrations of system - creation of the internal educational program - coordinator for new employees - trainings for customers and support engineers - customer's support, problem management - analysis, system testing and testing of on-line billing: RADIUS, SIP Server protocols and offline billing (CDR files) - integration of softswitches to a billing platform: Brekeke, Freeswitch, Sansay, TELES, SwitchRay, etc - bug fixing and providing workaround solutions - providing support for customers from over than 35 countries all around the world - communication with customers via ticketing system Kayako, live chat, phone calls

Support, English, Customer service, Customer care, Good communication skills, Jira, Account Management, Project Management, Service Desk, Linux, SQL, Confluence

- Prepare internal on-boarding program for employees. Decrease of internal on-boarding time from 6 weeks to 3 weeks (Jerasoft) - set up new integration team and integration framework, decrease of integration period from 6-7 weeks to 4.5 weeks (Competera)

It'll be awesome to deliver customer care values and develop ongoing process of customer support.

17 May

Middle QA Engineer

Kyiv · $1200 · 1.5 years of experience · Advanced/Fluent

Professional experience: -> performing basic and custom networking tests of the online components on AAA game titles (connectivity tests in terms of NAT types interoperability, Quality of Service tests); -> analyzing the traffic and server-related in-game communication (API calls, JSON notations); -> maintaining basic Linux administration; -> bug tracking and reporting via JQL (JIRA); -> creating and maintaining project-related documentation; -> cross platform functional testing of online-related game features (performed on PC, Playstation, Xbox, Nintendo Switch, Google Stadia) on AAA projects; -> executing and creating test cases relevant for the project; -> creating and maintaining project-related documentation; -> communicating with project production team, QC department, stakeholders; -> project coordination in terms of creating/executing test plans, project workflow organization & team-tracking. Languages: -> English: advanced; -> Polish: advanced; -> German: basic; -> French: beginner.

Manual Testing, Quality Assurance, Jira, Regression Testing, Agile, Confluence, TestRail, API testing, Windows, REST API, JSON, Linux, Bug Tracking, Bug-Tracking, Black Box testing, Bug-reporting, Usability testing, Automated Testing, Android, Mobile Testing, Mobile App Testing, Test methodology, JIRA, TCP/IP, REST, Functional testing, Web Testing, API Testing / Postman, Knowledge of testing methodologies, API Testing, GIT, SCRUM‍, Kanban, AGILE/SCRUM, JQL, Manual Testing , Git, Scrum

-> Udacity scholarship (course dedicated to the Python development for beginners); -> Basic Android N development skills; -> Linux administration bootcamp; -> Basic C++ programming skills;

Manual testing, localization testing, web testing.

15 May

Customer/Technical Support Engineer 

Kyiv · $2300 · 4 years of experience · Advanced/Fluent

Solid knowledge of SQL Intermediate level of HTML and CSS skills (self-learner) Experienced as 1 Line/2 Line Support Agent Manual website testing experience Bug reporting experience Test-case composing experience

English, HTML, CSS, SQL, Ladesk, JIRA, Confluence, Customer Support, Technical Support, Technical Writing, Grafana, Excel

Multilingual customers; Friendly and divercified team; Technically challenging tasks to master and improve both technical aspects of a product and new languages (Spanish, French);

15 May

Агент Підтримки

Chernigiv, Kyiv, USA, Canada, EU, London, Berlin · $600 · 1 year of experience · Advanced/Fluent

- Responded promptly to customer inquiries through different communication channels: live-chat,email, phone, social media - Assisted with placement of orders, or any inquiries associated with them - Resolved service issues by clarifying the customers` complaints; determining the cause of the issue; selecting and explaining the best solution to solve the issue - Identified customers` business needs - Held product demo for customers - Provided best practices and personalized ways of achieving customers` business goals using the software

Support, English, Customer service, Customer care, Ability to learn quickly, Good communication skills, Account Management, customer success manager, customer support, Project Management

Aim: to get and develop technical knowledge and skills Сonsidering only REMOTE job

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