Candidates 483
$1700 / mo
≈ $20400 / year net
partnership manager, account manager, team lead, customer support
Ukraine · Kyiv · 9 years of experience · Advanced/Fluent ·Published today
Ukraine · Kyiv · 9 years of experience · Advanced/Fluent ·Published today
Over 6 years experience as customer support agent
3 years of experience as customer support team lead
1.5 years of experience as an account manager/partnership manager
Skills:
• Lead generation
• Confident presenter and negotiator
• Requirements engineering and analysis
• Team mentoring and supervision
• CRMs: Zendesk, Hubspot; Tools: Slack, Asana, MS Office, Jira
Languages:
Ukrainian native
English fluent
French intermediate
Lead a team of 13 customer support agents
Worked on building customer support processes from scratch on 3 projects.
Created flows of communication with clients to improve CSat an NPS scores
$1000 / mo
≈ $12000 / year net
Customer Support
Ukraine · 3 years of experience · Advanced/Fluent ·Published today
Ukraine · 3 years of experience · Advanced/Fluent ·Published today
Communicate with the clients (B2B) within different communication channels (system chat, email, calls, etc) and support them while they’re using our product;
Analyze and optimize clients’ performance and profitability on our technology;
Consult with other departments (sales, develop, marketing)
to resolve different types of clients requests via Jira;
Create and update documentation for our Knowledge base and Confluence;
Analyzing customer support data and feedback to identify trends, areas for improvement, and opportunities for product or service enhancements.
Manage document libraries and collaboration site using Microsoft SharePoint
Media Analyst
Create reports and dashboards for tracking key
media metrics via Semantrum monitoring system for
international and Ukarinans companies and institutions;
Crisis Communication Analysis: Help organizations
understand the media landscape and the public sentiment;
Provide guidance on effective communication strategies;
Work with Power BI data visualization tools;
Identify and resolve discrepancies in data collection and
processing.
$1300 / mo
≈ $15600 / year net
Technical Support Engineer / L2 Support
Ukraine · Kyiv · 3 years of experience · Intermediate ·Published today · In passive search
Ukraine · Kyiv · 3 years of experience · Intermediate ·Published today · In passive search
- Second level of partner support, direction CMS
- Solving or escalating a partner's problem
- Jira/Confluence technology stack
- Kibana logs analysis
- Pentaho reporting
- Monitoring the operation of the Grafana system
- Working with SQL databases
Risk Manager. 01.2022-04.2022
- log analysis
- Technical support (L1-L2 level) of users in the ticket system (Jira: SD), e-mail, messengers, etc.
- Search and elimination of platform issues
- Coordination of payment requests for clients
- Analysis of journals, identification of non-standard patterns and discrepancies
- Identification and verification of customers, communication with the support service
- Monitoring of statistical indicators
- Processing a large amount of information in CRM systems
Communication manager. 08.2020-01.2022
- Creation of a support department
- Writing scripts for chat
- Recruitment and training of new employees
- Management of customer support and maintenance
- Processing of large amounts of information in CRM-systems
- Experience in work with web applications, CMS
- Manage and monitor systems to drive troubleshooting
Great experience working with people
Team management experience
I easily find a common language with people, I can explain complex things in simple words
I have skills in administration, recruitment
Quick understanding and learning abilities
Intermediate English (reading/writing)
Ability to work under pressure
$500 / mo
≈ $6000 / year net
Customer support manager
Ukraine · 2 years of experience · Pre-Intermediate ·Published today
Ukraine · 2 years of experience · Pre-Intermediate ·Published today
In these projects, i held positions of customer support agent, document verifier, and anti-fraud manager.
As a customer support worker, my main duties icluded:
- providing coherent and concise responses to asked questions
- working promptly with clients to solve their issues
As a verifier, my main duties icluded:
- primary verification
- detecting fake or compromised information
As an anti-fraud agent, my main duties icluded:
- checking payments/payouts through logs
- preventing use of system errors and breakages by users trying to take advantage of vulnerable systems
$2000 / mo
≈ $24000 / year net
Customer Success
Ukraine · 3 years of experience · Upper-Intermediate ·Published today
Ukraine · 3 years of experience · Upper-Intermediate ·Published today
I started my career from Customer Success position and I know for sure there are no wrong customers - there are misunderstood ones. I believe that proper communication is the key to business (and life itself) success.
High level of soft skills.
High level of creativity and rich imagination.
Experience: Customer success manager, Project Manager, International Sales and communications.
Skills:
- Copywriting and public speaking (English/Ukrainian);
- Critical thinking;
- Communication;
- Marketing;
- Conflict management and problem-solving;
- Fast learning and deep engaging;
- Microsoft Office, Photoshop, Adobe Premiere Pro, Trello, Google Documents.
I also know how to write a song in Ableton and how to organize a video shooting crew for making music video.
Looking for interesting projects.
Launched an online store from scratch: found investors, profitable suppliers, created a company identity.
$1500 / mo
≈ $18000 / year net
Senior Support manager
Ukraine · 5 years of experience · Upper-Intermediate ·Published today
Ukraine · 5 years of experience · Upper-Intermediate ·Published today
Помічник Тім ліда, допомагаю в організаціі проектів, допомога та ведення нових співробітників на посаду сапорт менеджера, контролюю ведення та іх розмови з клієнтами. Також працюю в Jira, та отримала головного спеціаліста в команді по проблемних тікетах та обговорюю іх з Q&Aі Dev team. Доношу інформацію до колег,апдейти та різні фідбеки.
Справляюсь з керуванням та допомогою проектів та підтримки своіх менших по досвіду колег.
- Interact with customers through multiple channels (emails, chats (Intercom), and calls)
- Act as the first line of support for all technical issues.
- Register customer responses, complaints, and remarks and handle requests for assistance.
- Provide clients with need-based solutions, and solve their queries by simplifying complex technical matters
- Handle records for customer relationship management
- Collaborate cross-functionally with Sales, Developers, Marketing, and Q&A
- Contribute to the overall improvement of internal processes.
- Working with English-speaking customers
- Working via Outlook, Slack, Teams, Jira, Trello, and Intercom, using different tools for improving the view in Easu=ygenerator.
- Become a Jira specialist in our Customer team (helping my colleagues with tickets, training them how to create a ticket, move it, add new information, help developers to understand the problem, chat regarding the ticket with devs and customer managers)
— Become a main specialist between the customer and the designer for creating the branded themes, and adding custom languages to our tool. Handle chats with their requests for branding.
— Sharing themes for our customers using the Dashboard and Postman.
— testing issues and creating the tickets in Jira for the Q&A and developers.
— trying to find the problem in issues, trying to find the workarounds for customers
— creating courses for sharing knowledge within the team
Some Udemy courses.
$2300 / mo
≈ $27600 / year net
Customer Support Team Lead/Operations Manager
Ukraine · Kyiv · 5 years of experience · Upper-Intermediate ·Published today · In passive search
Ukraine · Kyiv · 5 years of experience · Upper-Intermediate ·Published today · In passive search
I started working as a Customer Support Manager in September 2017. For 5 years, I was a CSM, Senior CSM, Quality Assurance Manager, and CS Team Leader.
For now, I am managing the international CS Team (Chinese-speaking) in a crypto mining company. We aim to provide efficient tech (mining-related) support to our customers in China.
During these 5 years, I have worked for Ed-Tech, Gambling and Mining projects. My responsibilities included:
1. Communication with customers from China (in Chinese), USA and Europe & handling complex requests;
2. Building and maintaining strong, long-lasting relationships, working on customers’ loyalty.
3. Adaptation, onboarding and mentoring new-comers, off-boarding process for CS team and supply agents;
4. Quality evaluation and assessments, 1*1 meetings for the CS team aimed at improving the quality of the service;
5. Develop schedules, a motivation system within the team, including a personal development plan (moving from Junior grade to Middle, etc);
6. Setting & tracking main KPIs/OKRs;
7. Creating communication flow between departments to ease and speed up problem resolution and updates exchange;
8. Creating documentation, like CS instructions and notes, product descriptions;
9. Identifying bottlenecks and complex areas in processes, cooperating with teams to find the best solution;
10. Cooperating with the Product Team, took part in hypothesis testing.
In August 2022, I completed a Brand Management course, and am actively implementing the knowledge gained there into the work, for example in terms of communication strategy & tone of voice. Besides that, now I understand how branding works and how important it is, starting from the identification of company’s values to interaction with different TAs at each level of brand development.
I am ready and able to learn fast as well as share my ideas and experience.
Created a full employee life-cycle for supply agents, which included hiring, onboarding, adaptation, development, and off-boarding.
Made significant improvements to an existing quality assessment system that could efficiently evaluate the performance of each member of the team and the team as a whole.
Set up relevant OKRs that corresponded to the current stage of project development, thus giving the team an understanding of what to focus on to get the maximum profit.
Connected CS Team and Business Team so that the company's tone of voice could truly represent the company's values and policies.
Would like to join a company with transparent & ecological internal policies and growth opportunities where I can both apply and improve my experience and skills.
$3800 / mo
≈ $45600 / year net
Support Engineer/Technical Project Manager/Support Team Lead
Ukraine · 8 years of experience · Advanced/Fluent ·Published yesterday
Ukraine · 8 years of experience · Advanced/Fluent ·Published yesterday
- 8 years of experience in Technical Support/Customer Service/Cyber Security/AI/Marketing fields in senior positions like Technical Project Manager/Support Engineer/Tech Lead/Head of Department;
- Experience in bug reporting via Jira/GitLab, testing issues/solutions and providing RCAs, logs reading via AWS, Kibana. SQL, advanced Microsoft Excel, CRM systems, REST API, Jasper;
- Experience in managing people, organizing trainings, assisting in employee recruitment, performance evaluation, promotion and retention activities;
- Experience in working, supporting, presenting, teaching, and de-escalating customers from all around the world;
- Experience in managing multiple software implementation projects at the same time;
- Experience in maintaining a working relationship with Client partners, knowledge management, training, implementation methodology and post-go-live support;
- Experience in defining customer support strategy, monitoring customer support metrics, and SLAs.
- Performed configurations and data management tasks to onboard customers to the platform(more than 30 different countries and
clusters implemented); - Launched and successfully led a project from scratch in a start-up;
- Joined support team and began to deal with tickets and clients which resulted in total open tickets decreasing by 65%;
- Mentored, guided and monitored the work of over 30 support and customer service agents;
- Managed a department of 7 customer service agents;
- Created a support handbook aimed at helping future team members deal with support-related procedures, constantly made sure it was enriched with all the relevant updates;
- Implemented Zendesk/Slack integrations; various Zendesk API functions; and Zendesk ticket automation.
Looking for an interesting position in an open-minded and friendly team, with professional management and a perspective of career growth. I want to benefit the company and contribute to work by using and improving my professional skills.
$1000 / mo
≈ $12000 / year net
Tech Support/Manual QA Engineer
Ukraine · Kyiv · 4 years of experience · Intermediate ·Published yesterday
Ukraine · Kyiv · 4 years of experience · Intermediate ·Published yesterday
Responsibilities:
• Reviewed and approved trainees before submitting them to customer service
• Was in charge of technical onboarding for the newcomers
• Developing detailed work instructions for L1 Engineers to follow and complete requests, process events and resolve incidents
• Provided regular feedback for newcomers regarding their progress and areas to improve
• Was in charge of the Technical Support Team achieving high customer satisfaction and success measured through specific KPIs
• Defining goals and providing direction to faster growth and productivity of the team
• Monitoring team performance and reporting on metrics
• Reviewed technical support-related processes and documentation for continuous improvement
Technical Support Engineer Tier 2 at Binotel
Responsibilities:
• Talking clients through a series of actions, either via phone, email or chat, until they've solved a technical issue
• Managing and prioritizing workload in accordance with the various response SLAs
• Ticket resolution on issues that are beyond the Tier 1 ability to resolve
• Installing, configuring, diagnosing and repairing VoIP software and hardware
• Follow up with clients to make sure their systems are functioning properly after troubleshooting
• Consultation on working with the company's public API (REST/WebSocket)
• Documenting technical knowledge in the form of notes and manuals
• Successfully managed a team of up to 18 assigned support engineers (repeatedly the best team leader of the month)
• Changed the training program based on common mistakes and analysis of the team's work.
• Solved 95% of Level 2 tech support tickets without needing to escalate to Level 3 tech support engineers.
• Won “Employee of the Month” by presenting complex technical information to non-technical users in a simple and accessible way while interacting with the product.
$800 / mo
≈ $9600 / year net
Customer Support, Marketing
Ukraine · 2 years of experience · Advanced/Fluent ·Published yesterday
Ukraine · 2 years of experience · Advanced/Fluent ·Published yesterday
since the players were usually from the USA, Britain, Canada and other English- speaking countries - I improved my English very well thanks to constant communication in chats and emails.
learned to quickly and qualitatively solve problems of various levels of complexity, from simple bonus accruals to complex local technical problems.
processed appeals in financial areas (verifications, deposits), technical problems (operation of the site and games), etc.
worked with complex cases that required improvisation, creativity, determination. processed several parallel streams of customer requests, which taught multitasking and parallel processing of different processes.
communicated with other departments.
taught newly arrived work colleagues, supported and helped colleagues in difficult cases.