Customer Support

kyiv, Ukraine · $900 · 3 years of experience · Advanced/Fluent

Support Your App November 2018 — January 2019 Customer Support Representative -Resolving basic to complex support issues for customer inquiries received via omnichannel support (emails, live chat, and calls); -Becoming a product expert and providing documentation updates to our knowledge base; -Ensuring customers' satisfaction; -Communicating with developers from various IT-companies Nextiva Ukraine October 2017 — March 2018 Customer support representative -Assisting new customers with initial set up of their phone system accounts -Configuring Nextiva’s unified communications product features -Critically think through and troubleshoot business networks -Accurately answer a variety of technical questions about Nextiva’s services -Notate tickets thoroughly and properly in Nextiva’s CRM -Maintain, organize and complete all tickets in the Technical Support Callback queue daily. -Answer customer questions via Nextiva Online Chat Support. -Work to meet and exceed a set of daily metrics -Manage difficult customer interactions Lucky Talky September 2016 — October 2017 Support Team Member -Interactions with customers via Chat, Phone, Messaging system. -Help in solving issues that appear along with the working proces -Experience working under tough schedule and efficiency requirements. -Communication with English Native Speakers as well as with English Second Language Speakers.

customer support, Support, English, Customer service, Customer Support , Product management, Service Desk, Ability to learn quickly, helpdesk, Customer care specialist

I am a results-oriented person who has been consistently praised as focused and dedicated by my coworkers and management. Over the course of my career, I have developed the skills directly relevant to the Customer Support position, including strong communication skills, multitasking and customer satisfaction. Overall, I have consistently demonstrated and proved to be organized, communicative and motivated individual in every aspect.

I would prefer to find a remote job, related to a technical support role. However, don't mind working at the office as well.

17 May

Support Egineer, Customer successes 🔥

kyiv, Ukraine · $2000 · 5 years of experience · Upper Intermediate

Active Directory, Networking, Windows, Linux, Customer Support, HeldDesk

customer support, HeldDesk, Windows, Networking, Active Directory, Linux, AWS, TCP/IP, Docker, Ubuntu, CentOS

Профессиональный рост. Адекватный менеджмент. Сложные задачи.

16 May

Junior Project Manager

kiїv · $1300 · 7 years of experience · Upper Intermediate

Single point of responsibility and escalations for any IT related inquiries in the locations under responsibility(1.3k+ empl./2 offices/different projects with their policies and procedures). Communication point between Production/Operations depts./contractors and IT Site Manager responsibilities(compliance with customer requirements(from blocked web-sites, up to creating isolated network,as well as isolated premises)). Supervisory duties: determining personnel requirements, setting schedules, delegating tasks, and insuring that team have adequate resources to complete their jobs. Coordination and implementation of IT dept. projects. Managing HelpDesk teams including, hiring, training, evaluation, communication, and guidance. Interviewing, training and supporting HelpDesk representatives(tier 1-2). Change Management/License Management/Procurement Training conduction(monthly) for company's novices. Creating tech. docs on demand

Customer service, Project Management, Jira, Good communication skills, Ability to learn quickly, English

I want to get new experience and exciting challenges,so i'm looking for a position of Project Manager to grow up as a specialist, and develop myself as a person.

16 May

Account manager/ Customer Support Representative

kyiv, Ukraine · $1200 · 2 years of experience · Advanced/Fluent

I started my career in a Customer Support Department in 2017 as a Support Representative, helping the customers all over the world (mostly the USA) with their inquiries via phone calls, online chat and email. One year later, I became a team lead. My main responsibilities were: following up on agents performances and advising them on company’s policy and procedures; mentoring newbie agents; resolving unusual cases escalated to me as a manager; improving company’s procedures and reporting CRM bugs to IT dep. I also possess basic knowledge of sales procedures and have some experience in dealing with refund requests. I consider myself as a multi-tasking individual, able to grasp new concepts and ideas quickly, performing good in a team and at the same time able to work without supervision. I have a good command of English (graduated as a translator) and I am currently learning German, however I’m not able to use it in my work (yet).

Customer service, Customer care, English, Account Management, Support

I would love to be a part of a team that is proud of their product. I want to try myself more in B2B rather than B2C but I’m open to any offers.

15 May

Travel coordinator/ Travel manager (Corporate, company, business travel)

Remote work, Ukraine · $500 · 5 years of experience · Intermediate

Більше 3 років досвіду планування закордонних подорожей (корпоративні, приватні). Співпраця з B2B системами. Налагодження логістики. Розуміння travel-бізнесу. Впровадження принципів роботи, які допомагають оптимізувати затрати на корпоративні подорожі.

Support, Account Management, Customer care

Оптимізація витрат на корпоративні поїздки закордон.

Хочу допомогти спростити, покращити, оптимізувати процес відряджень.

15 May

customer support team lead

kyiv, Ukraine · $1000 · 4 years of experience · Pre-Intermediate

Set up the work of the support department in 3 lines with the division of official duties. * Set up the work of the Account Manager's department for working with Passive, Churn clients. * Created a separate area in the department, which helps customers to study the software product, as well as their personal growth together with the program. * Resolving customer issues. * Customer training program, new functionality, online presentations, data auditing. * Negotiations with corporate clients, invoicing, payment control * Set up team work processes via: jira, intercom, jivosite, email, telephone conversations * Compilation of knowledge base for software * Training of company employees, staff recruitment in the user support department * Market analysis of competitors * Reporting on the results of work * Testing new service functionality * Knowledge of HTML, CSS * Writing test cases, check lists for service operation * Work with Jira bug-tracking system * Analysis of feedback received from customers on the functionality of the program. * Creation of instructions for the use of the new functionality of the program


Set up the work of the support department in 3 lines with the division of official duties. * Set up the work of the Account Manager's department for working with Passive, Churn clients. * Created a separate area in the department, which helps customers to study the software product, as well as their personal growth together with the program.

15 May

Technical support

kyiv, Ukraine · $900 · 1.5 years of experience · Intermediate

1.5 years of technical support in product company. Responsobilities: - Chat and e-mail communiations with platform clients (ZenDesk) - Provide resolutions, if issue can be fixed on user interface - Create ticket in Jira on repeated and confirmed bug - Discussion bugs priority - Work with databases (mongo, mysql)

Support, Jira, HTML, zendesk, CSS, SQL, Scrum, Agile, Ability to learn quickly, JavaScript

14 May

Account manager/Customer Support

kyiv, Ukraine · $800 · 4 years of experience · Upper Intermediate

Опыт работы более 4х лет, все так или иначе связано с общением с клиентами или партнерами, составлением планов, расписаний, распределением бюджета. Так же имею опыт в организации мероприятий, сборе и обработке обратной связи. Владею Microsoft Office, английский Upper Intermediate. На последнем месте работы 1,5 года веду коммуникацию с производствами в Китае на английском языке : отправляю заказы на производство, отслеживаю их исполнение, оказываю поддержку дизайнерам, составляю отчеты для руководства и китайских партнеров, помогаю адаптировать документацию. Есть желание развиваться в качестве Account manager, вести коммуникацию на английском языке, участвовать в развитии новых направлений, занимать организацией и систематизацией рабочих процессов.

customer support, Customer service, English, Support, Account Management, Microsoft Office, Ability to learn quickly, Customer care

Организовала 3 детских танцевальных фестиваля (участвовала на всех этапах) Смогла улучшить работу салона красоты собрав и обработав обратную связь, участвовала в составление маркетинговых мероприятий Систематизировала документы международной компании более, ввела алгоритмы по названию документов, что помогло работать быстрее.

14 May

Technical support / Customer support / Junior project manager 

l'vіv, kiїv · $1500 · 5 years of experience · Upper Intermediate

Experience in SaaS: Customer support - 5 years. I’ve always been into communication, working with customers, resolve issues, and understanding the root cause of the problem. For the past 5 years, I have been working at different positions (Customer Support, Senior technical support, Customer Care) however all of them had one thing in common: high-quality troubleshooting and problem-solving. I am driven by results, responsibility, and good teamwork. My technical and communication skills, the ability to pick up new information quickly, and ambitions are what help me to be good at my job. I am looking for a new challenge in a position where I can build customer relationships, analyze and improve processes, and contribute to growth. Kaltura (Global Logic), Lviv Customer Care Engineer, 04/2018 – present AVyS Telecom, Kyiv Senior Technical Support Specialist, 08/2017 – 04/2018 Volumes International, Kyiv Senior Technical Support, 07/2016 – 08/2017 Flames Group SIA, Kyiv, Account Manager (Vo-IP), 04/2016 – 08/2016 Senior Technical Support, 02/2016 – 08/2016 Technical Support (A2P SMS), 10/2015 - 02/2016 Global Message Services AG, Kyiv, Engineer of VAS unit, O&M Department (A2P SMS), 09/2015 – 10/2015 Technical Support Engineer (A2P/P2P SMS), 03/2015 – 09/2015 Duty technical support engineer (A2P/P2P/IN SMS), 02/2014 – 03/2015

OTRS, Zabbix, MySQL, Jira, Linux, CSS, HTML, Python, RabbitMQ, customer support, Customer service, Support, Ability to learn quickly, Customer care, helpdesk, Have experience of communication with native speakers, Project Management, Account Management, CRM, Scrum, Kanban, Agile, Troubleshooting, Service Desk

● Managing & leadership up to 6 people team ● Creation of technical documentation for NOC dep. (SLA etc.) ● Excellent customer service skills ● Strong problem solving and analytical skills ● Advanced troubleshooting and multi-tasking skills

14 May

Digital products designer (UX / UI) / researcher

lviv kyiv anywhere · $800 · 2 years of experience · Advanced/Fluent

Digital products designer What I did: * requirements & scope definition; * stakeholder analysis & interviews; * user modeling (personas); * Nielsen heuristics evaluation; * platform functional decomposition & content mapping; * business processes modeling (BPMN); * interaction mapping; * prototyping; * usability testing. * preparing stationary materials; * organizing and amending branding guidelines with visual and verbal principles; * creating presentations and document templates. Researcher / BA What I did: * requirements & scope definition; * stakeholder analysis & interviews; * domain & users research; * white paper drafting; * preparation of UML technical diagrams for whitepaper; * academic publications research & analysis. Digital products designer What I did: * requirements & scope definition; * stakeholder analysis & interviews; * business processes modeling and analysis (BPMN workflows); * personas; * information architecture; * product conceptualization; * wireframing; * prototyping; * UI design. Account Executive / Sales Manager What I did: * communicated with US clients in order to understand their needs and goals; * organized the agency's creative and administrative staff to help them produce effective campaigns. Other experiences: Designer at Garage48 Hackathone Sketching course

English Business Communication, Information Architecture, InVision, Personas, Prototyping, Sketch app, Usability analysis, Zeplin, Account Management, ADR,, iOS App Design, Product management, Usability testing, User Research, WEB DESIGN, Android App Design, BPMN, Analytics

Reinventing myself; Helped to launch UX design department, set design processes in the IT outsourcing company I've used to work for;

I expect to work on challenging projects where user needs, business goals and sustainability are connected in a team of competent people that would contribute to my personal and professional growth.

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