Candidates 42
$2000 / mo
≈ $24000 / year net
Customer Support Team Lead
Ukraine · Lviv · 4 years of experience · Advanced/Fluent ·Published yesterday
Ukraine · Lviv · 4 years of experience · Advanced/Fluent ·Published yesterday
Some of my main duties include:
- Leading and driving a team to meet performance targets and enhance the customer experience;
- Motivating and engaging team members to contribute towards common goals;
- Conducting performance reviews and quality control assessments for individual team members and the entire team;
- Organizing and leading meetings to analyze and present team performance;
- Collecting customer feedback and statistical data to improve UI/UX;
- Working with various software tools such as Confluence, Jira, Trello, Linux, MySQL, PHPMyAdmin, WordPress, Laravel, and other CMS.
Currently, I am seeking a position that offers career advancement and/or higher compensation.
$1400 / mo
≈ $16800 / year net
Technical Support Engineer
Ukraine · Lviv · 3 years of experience · Advanced/Fluent ·Published yesterday
Ukraine · Lviv · 3 years of experience · Advanced/Fluent ·Published yesterday
Main responsibilities:
First point of contact in case of an incident or issue.
• Gathering information about the incident, describing a ticket, and doing
incident triage.
• Incident Management and issue escalation.
• Responding to incidents promptly, following established procedures and actively communicating with stakeholders.
• Working towards minimizing downtime and impact on end-users.
• Timely escalating incident to the next level of support (L3) when it needs in-depth technical knowledge for resolution. Gathering and providing necessary
incident details before escalation.
• Proactive application and infrastructure monitoring.
• Logs analyzing.
• Setting up alerts for further tracking and monitoring.
• Maintaining comprehensive documentation for configurations, troubleshooting steps, and support procedures.
• Setting up support procedures.
• Creating internal tutorials.
• UAT and smoke testing.
• Solving support tickets according to the SLA
• Writing simple SQL queries during the investigation process.
• Working with PHP-based application in Azure Cloud Environment.
• Working with Linux CLI, SFTP, SHH.
• Contributing to knowledge base articles for common issues and resolutions.
•Working closely with development and support team
• QA/Customer support in the Web design company
• Managing support tickets
• Upselling web design and development services, SEO services, web speed performance
• Updating external client knowledge base and internal documentation
• Installation, modification, and repairing WordPress themes
• Tracking computer system issues through resolution, within agreed time
limits
• Testing the custom projects based on our themes on different platforms
• Maintaining the daily performance of Shopify Apps
• Maintaining the daily performance of WordPress Themes and plugins
• Submitting, test tasks for fixes
• Product documentation writing
• Beta/Alpha/Regression testing of Web applications
• Cooperation with developers and other units
• Customer support representative in the outsourcing/offshoring industry
• Dealing with prioritization of reported incidents. Reporting and escalating internal and external incidents
• Informing the clients about any issues which impact the site/products performance
• Managing support tickets
• Working with Zendesk
• Working with Jira
$1500 / mo
≈ $18000 / year net
Account Manager
Ukraine · Lviv · 2.5 years of experience · Advanced/Fluent ·Published 28 April
Ukraine · Lviv · 2.5 years of experience · Advanced/Fluent ·Published 28 April
- Cultivated and maintained strong business relationships with new and existing accounts.
- Managed, reviewed, and delivered client solutions for different needs.
- Resolved customer issues quickly to recapture customer loyalty and prevent lost sales.
- Used cross-selling and upselling to boost the value of customer purchases.
- Conduct lead generation, prospecting, and qualifying potential new clients.
- Research companies to create strategic communication plans
$700 / mo
≈ $8400 / year net
Customer Support Specialist
Ukraine · Lviv · 1 year of experience · Advanced/Fluent ·Published 25 April
Ukraine · Lviv · 1 year of experience · Advanced/Fluent ·Published 25 April
July 2023 — February 2024
• Coordinated deliveries for customers throughout New York
• Resolved customer inquiries and complaints
• Collaborated with cross-functional departments to ensure customer inquiries were
answered in a timely and accurate manner
• Trained and mentored new customer service representatives
$1500 / mo
≈ $18000 / year net
Technical Support Engineer
Ukraine · Lviv · 3 years of experience · Advanced/Fluent ·Published 24 April
Ukraine · Lviv · 3 years of experience · Advanced/Fluent ·Published 24 April
$1500 / mo
≈ $18000 / year net
Technical Support Specialist
Ukraine · Lviv · 3 years of experience · Advanced/Fluent ·Published 24 April
Ukraine · Lviv · 3 years of experience · Advanced/Fluent ·Published 24 April
Gaembla | 06/2023 - 10/2023
Provided exceptional customer service through live chat and tickets. Resolved inquiries, addressed concerns and collaborated with teams to enhance support processes, ensuring a positive customer experience. Developed strong multitasking and communication skills in a dynamic casino environment.
Middle Technical Support Specialist
airSlate | 04/2022-04/2023, Lviv
Providing extensive assistance in product related issues.
Customer Care Engineer
GlobalLogic | 10/2021 - 12/2021, Lviv
Worked on Kaltura project.
Middle Support Agent, Sub-Team Lead
Clario Tech | 06/2020 - 09/2021, Lviv
Providing telephone and online customer support for
50,000+ customer accounts across the world.
Delivering an excellent customer experience, helping
customers choose the right product and/or service for
their requirements
Conducting problem solving and troubleshooting
Providing technical help to colleagues if required
Achieving personal and store KPIs , consistently
exceeding key performance indicators, and individual
and score targets
QA Engineer
Unicorn Systems | 06/2016 - 08/2018, Prague
Writing test cases (test scenarios);
Identifying, recording, documenting bugs;
Tracking bugs;
Re-test of repaired defects;
Tracking the errors in the life cycle;
Functional testing;
Discussion of fixes with developers;
Provided extensive support in resolving product-related issues, demonstrating a deep understanding of technical aspects and enhancing overall customer experience.
$2500 / mo
≈ $30000 / year net
customer success
Ukraine · Lviv · 5 years of experience · Advanced/Fluent ·Published 22 April
Ukraine · Lviv · 5 years of experience · Advanced/Fluent ·Published 22 April
After that, I joined a YC company YouTeam, as a Customer Success manager, had a few strong account growing cases, actively worked on the customer success journey, and re-writing the onboarding experience. In 2 years I was promoted to the Head of Customer Success and focused on the team's performance and a clear metrics board. Constantly working on moving from the supportive to proactive success department direction.
September 2024, promoted to the Head of the Delivery (working both with Partners and Customers).
Among the main responsibilities:
- Cultivating strong, lasting client relationships to ensure their satisfaction and success
- Supporting customers through a seamless and positive onboarding experience
- Proactively conducting regular customer health checks to optimize their journey with us
- Identifying growth opportunities and executing upselling strategies to strengthen accounts
- Effectively communicating and translating customer feedback to drive improvements across departments
- Serving as a dedicated advocate for our customers in internal communications, reshaping process enhancements.
- Facilitating the team members' performance in strategic sessions to ensure effective decision-making and progress
- Creating a comprehensive department metrics board to monitor and analyze performance data, fostering continuous improvement
- Cultivating strong collaborative partnerships with other departments to prioritize customer interests and ensure seamless interactions
- Devising strategies and processes that prioritize customer satisfaction and advocacy throughout every stage of the customer lifecycle.
- Spotted the buying and usage patterns for particular customers and worked out the first customer segmentation project in the company, which proved to be right and made the company change the ICP and get a few huge accounts
- Created and implemented the account management playbook which improved customer engagement by 25% in 1 year
- Worked on launching the new service within the current proposal (created as a solution to current operational issues)
- Grew 50% of the newly onboarded accounts as CSM
Curious about developing the product with insights into customer usage.
I can bring the most value to the early-stage companies that need to set up processes, define priorities, and improve customer engagement.
$2300 / mo
≈ $27600 / year net
Technical Support Specialist
Ukraine · Lviv · 6 years of experience · Advanced/Fluent ·Published 19 April · In passive search
Ukraine · Lviv · 6 years of experience · Advanced/Fluent ·Published 19 April · In passive search
B2B and B2C customer-facing roles. Strengthened relationships with existing and new customers, provided technical support, and consistently achieved exceptional client satisfaction, particularly during my role as a Customer Support Manager.
$1500 / mo
≈ $18000 / year net
Customer Support
Ukraine · Lviv · 7 years of experience · Advanced/Fluent ·Published 14 April · In passive search
Ukraine · Lviv · 7 years of experience · Advanced/Fluent ·Published 14 April · In passive search
Skill Highlights
Fluent English speaker
Analytical mindset
Strong decision maker
Creative
Innovative
Customer-focused
Experience
Inside Sales Agent - 07.2021 - 11.2022
Propertymate, Lviv (A Home Selling Platform)
Being a connective point between a Customer who wants to buy a new construction home in USA and an Real Estate Agent
Sending and responding to emails
Making phone calls to potential Buyers, explaining about a product, gathering information to give them the best service
Solving day-to-day working challenges
Customer Support Representative - 02.2020 - 03.2021 WeRush, Lviv (Gaming Platform)
Maintain technical support for a Gaming Platform customers
Responding to emails and chats
Promoting special products
Sales Agent - 02/2017 to 07/2019
Zoom Support, Lviv
Receive phone calls from customers
Maintain optimal workflow.
Selling applications
Sales Agent - 06/2016 to 01/2017
Optek, Lviv
Make phone calls to potential customers
Explain about company and its services
Maintain optimal workflow.
Selling services of a company
$800 / mo
≈ $9600 / year net
Technical Support Engineer
Ukraine · Lviv · 2 years of experience · Advanced/Fluent ·Published 12 April · In passive search
Ukraine · Lviv · 2 years of experience · Advanced/Fluent ·Published 12 April · In passive search
*Managed SQL databases.
*Troubleshooted various issues.
*Optimized processes.
*Managed data and banking details in multiple systems.
*Providing with education when requested.
*Supported a CRM system.