lang-uk/recruitment-dataset-candidate-profiles-english huggingface dataset:
Position: Customer / technical support analyst, Account manager
Category: Support
Experience: 5 years | English: fluent

Successful integration of 3 support projects from scratch (full cycle customer journey from first contact to issue resolution and contract renewal).
Successful account management for projects requiring technical knowledge (Dixa, Rocket.Chat)
Built a full international support team of 7 people in a quickly growing startup company (Rocket.Chat)
5 years of experience in Customer Service: customer support, customer success, service delivery management, customer onboarding services, team management.
2017-2018 - CSR at WOW24-7 
- handling customers' (service end users') requests via phone, chat and email; shift-based work for 24-7 service
2018-2019 - Account Manager at WOW24-7
- dealing with business customer demands, requests and issues on given accounts; 
- communication with clients to ensure we provide high quality outsourced customer service;
- creating and managing documentation and customer service handbooks for given accounts;
- working as highest escalation point for major customer and product issues for given accounts;
2019-2020 - Integration Manager in Customer Service at WOW24-7:
- managing a full cycle of customer service integration for clients;
- investigating and/or designing customer journey for each project to ensure each step of it is fully covered and supported with our outsourced support service;
- setting up customer support systems, integrations and communication channels for clients;
- onboarding support teams for each new project.
2020-2021 - Customer Support Agent at Rocket.Chat:
- handling end user issues via email, tickets and phone;
- migrating over several support platforms and setting them up (Freshdesk, OTRS, Zoho);
- doing first and second line support issues triage and troubleshooting;
- dealing with customer feedback over social media and mobile app manager;
- registering, reporting and tracking issues and feature requests;
- participating in product meetings, supplying customer feedback  on the product updates and issues;
- creating internal knowledge base and self-service desk for customers; 
2021- May 2023 - Customer Support Team Lead at Rocket.Chat
- hiring and onboarding a support team from scratch;
- tracking and managing support metrics;
- participating in product meetings to align customer service efforts in accordance with the product dynamics;
- defining team OKR;
- performance reviews, regular 1:1s with the team, building career development plans for the team members.

Systems and platforms user/admin experience: Zendesk, Freshdesk, Freshcaller, Zoho, OTRS; Jira, Front, Clickup; Rocket.Chat, Slack, Dixa; Github.
I'd like to be a part of a small but well-organized team working on a product (preferably SaaS) or a number of products/projects, with an opportunity to acquire new skills in people and/or project management.
Position: Customer/Technical Support Engineer
Category: Support
Experience: 5 years | English: 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
Experience with Kibana, Grafana, DBeaver, Charles Proxy, Fiddler, GooglePlay Console
Multilingual customers;
Friendly and diversified team;
Remote job or flexible business hours.
Position: Customer/Technical Support Engineer
Category: Support
Experience: 5 years | English: upper

-Experience as a Team Lead of technical support team. 
-Helped reduce First Response Time by 25% within the first quarter of employment.
-Support experience over 5 years. 

Basic knowledge of Linux
Experience in SQL Microsoft Studio
Understanding of client-server architecture (HTTP)
Work experience with task management system - Asana, Jira, Trello Experience with ticketing system - Zendesk, SalesForce.
Basic knowledge of version control system - GitHub
Entry level of using Ansible, Terraform, Docker

Keen on crypto:
o Have good knowledge of blockchain, DeFi, DEX, NFT and everything connected with crypto. 
o Have practical experience with Tokensales, ICO, IDO, Launchpads.
Technical Support Engineer
AMTOSS, Kharkiv
• Analyzed issues to identify troubleshooting methods needed for quick remediation.
• Provided primary customer support to customers.
• Evaluated customer issues to determine areas in need of improvement and
implement corrections.
• Maintained customer satisfaction with forward-thinking strategies focused on
addressing customer needs and resolving concerns.
• Maintained and managed customer files and databases.


Operation Department/QA of Support Team
Protectimus, Kharkiv
• Resolved conflicts and negotiated mutually beneficial agreements between parties.
• Resolved and provided guidance to engineers on technical issues 
• Developed and implemented performance improvement strategies and plans to
promote continuous improvement.
• Carried out day-to-day duties accurately and efficiently.
• Conducted research and gathered information and presented results.
• Worked flexible hours across night, weekend and holiday shifts.

Team Leader of Support Team
Protectimus, Kharkiv
• Exceeded goals through effective task prioritization and great work ethic.
• Worked with customers to understand needs and provide excellent service.
• Participated in team-building activities to enhance working relationships.
• Used critical thinking to break down problems, evaluate solutions and make
decisions.
• Created plans and communicated deadlines to complete projects on time.
• Devoted special emphasis to punctuality and worked to maintain outstanding
attendance record.
• Carried out day-to-day duties accurately and efficiently.

Support Engineer
Protectimus, Kharkiv
• Worked on service quality improvement.
• Effectively communicated with the external providers and partners.
• Assisted in implementation of internal procedures and company's requirements
related to operating
activities
• Worked on service improvement
I'm fast learner. Ready to learn new tools and gain new skills which is needed for work. I'm not afraid of new knowledge.
Position: Customer/Technical Support Engineer (L1-L2)
Category: Support
Experience: 4 years | English: upper


Work experience:

- Communication with end users via telephony and chats, mail, search, detection, and solution of technical problems (Windows, macOS, Android/IOS), peripherals (printers)
- Communicating with a Customer directly and generating reports, keeping statistics
- Work with business process automation platforms (No-code, Low-code development)
- Maintaining technical documentation (Confluence)
- Coordination of team work (5-7 people)
- Accomplishing tasks within the required timeframe
- Work with Salesforce (crm)/Zendesk, Jira (Ticketing platforms)
- Work with Postgresql (database, generating reports)
- Search, document and create bug reports
Position: Customer/Technical support, Executive Assistant
Category: Support
Experience: 2 years | English: fluent

I have completed a three-month virtual assistant internship program under the leadership of the African Leadership Group (ALG). Which has equipped and helped me deploy Google Workspace, Microsoft office, and other administrative tools in solving real-time problems.
I have extensive experience and knowledge of Virtual Assistant administrative tasks and customer support duties.
I have successfully handled a complete travel itinerary and booking within time constraints, and I have processed customer complaints efficiently, thanks to my extensive knowledge of internet research.
I am proficient in Google Suite workspace, Microsoft Excel, Microsoft PowerPoint, and Microsoft Word, which I used to manage finance and bookkeeping tasks (managing employee expenses, compiling financial reports, calendar management, emails, creating invoices, and billing clients).
I also have exceptional communication, interpersonal, and time management skills, as well as an undeniable growth mindset infused with grit and resilience.
I am available to work and will give my all.
Position: Customer/Technical Support (L2)
Category: Support
Experience: 2 years | English: upper


Previous position was Customer/Technical Support at Zone3000 company (Namecheap) .
Worked on the previous position for more than 2 years as the Customer Support representative of Domains Department in chats.

Have experience with Microsoft Office services (Word, Excel, OneNote, PowerPoint); Adobe services (Photoshop, Illustrator, Lightroom etc.); HelpDesk\Kayako\FreshDesk, Jira, Confluence;
Social media services (Facebook, Twitter, Instagram, Discord etc.)
no phone support
Position: Customer/Technical Support Manager
Category: Support
Experience: 4 years | English: fluent

- Got offer as Technical Support Manager without any experience;
- Received numerous positive feedbacks from the CEO and Manager;
 -  Improved my talent in resolving conflict situations with the customers;
Having 3 years background, working as Customer Support Specialist at Noosphere Ventures, was promoted to Supervisor. As Supervisor, created schedule for my team mates, helped my Team Lead  to build up monthly reports on employees' performance, and worked with difficult cases and dissatisfied customers. 
Currently occupied and working for already 1+ year at Maxitech IT company as Middle Technical Support Manager. My main responsibilities are: processing tickets via ServiceNow platform and Jira, assigning tickets and forwarding requests to the relevant dev teams. Have been also working closely with BI team, therefore, got basic experience in business intelligence, data analyze and Power BI. 
Looking for an interesting and challenging job, that would allow me to develop my communicative, creative and technical skills in the IT sphere.
At my new job, I expect to be a part of the young and friendly team of the specialists, which support a product. Will be glad to work in the startup company and help to develop the processes related to customer support from scratch. Would like to try myself as Community Specialist or junior SMM manager in the future,  if there is such possibility occurs. 
Would also prefer to stay out of the cold phone calls to the customers.
Position: Customer/Technical Support Manager
Category: Support
Experience: 0 years | English: upper


I'm a last year university student of tech speciality with hardworking and motivated attitude, ready to learn new skills. Enjoy from cooperation with other people. I'm interested in a sphere of IT technologies.
Position: Customer/Technical Support Manager/Lead
Category: Support
Experience: 4 years | English: fluent


WORK EXPERIENCE

MaxITech 09.2020 - 10.2021
Middle Technical Support
 Responding, forwarding and handling tickets in ServiceNow
 Tracking SLA during shift-lead shifts
 Cooperation with other teams in case issues require involving
L3 or DevOps teams
 Tracking Grafana metrics of the servers
 Checking logs in the Kibana and DevTool
 Reporting requests to Dev teams using Azure Devops
 Reporting and handling BI/BA requests

Intellias 11.2019 - 09.2020
Middle System Engineer
 Supporting the banking system
 Reporting about incoming server and DB alerts
 Providing reports and communication between departments,
vendors and other support depts. from different COTS
 Service Desk and dashboard monitoring
 Fixing and troubleshooting system issues

Amazon Ring company 08.2018 - 12. 2019
Customer support specialist
 Provide timely account or issue executive summary status,
reporting to customers and management
 Work with customers to ensure they are leveraging the
solution and achieving success and engaging resources as
necessary
 Develop and maintain positive client relationships at all levels
 Investigation and solving clients' issues or passing it to the
higher tier in case it is out of the team's jurisdiction
 Establishing a trusted adviser relationship that works to
ensure customer's overall satisfaction with our products

National Police of Ukraine 12.2017 - 06.2018
Police officer in the Battalion of escort/convoy service
 Escort/convoy prisoners
 Knowledge of the administrative and criminal laws
Position: Customer/Technical Support or Customer Success Manager
Category: Support
Experience: 5 years | English: fluent


Quality-oriented customer support specialist with 4+ years of experience and proven
knowledge of conflict resolution, customer communications, and customer satisfaction.
Willing to pay time and attention to learning.
Position: Customer / Technical Support(remote)
Category: Support
Experience: 7 years | English: fluent

Opened a new department from scratch and managed it. In parallel performed the duties of tech coach, project manager, QA, CRM administrator, hiring.
3 years (Senior tech support agent)
2 years (Team lead/Head of department)
2 years (IT support/NOC/integrations/Azure/AWS).
I want to use my existing knowledge and experience to the fullest, constantly learn and develop the department, project or company in which I work.
Position: Customer/Technical Support Representative
Category: Support
Experience: 3 years | English: upper


I've been working as a Customer Support Representative in a product company for about 3 years. Our products were PDF programs, photo-editing programs, PC utilities and others.

 My main responsibilities were:
- managing large amounts of incoming phone calls, live chats and tickets
- identifying and assessing customers' needs to achieve satisfaction
- providing accurate, valid and complete information by using the right tools
- handling customer complaints, provide appropriate solutions and alternatives withing the time limits
- following communication procedures, guidlines and policies
- working with Zendesk, Google Docs Suite, Excel, Social media platforms.

I am looking for a company where I could utilise my skills in a most efficient way, grow as a specialist and be a successful part of the team. I appreciate people-oriented attitude and healthy atmosphere in a team. 

Important: I am NOT ready to return to phone calls and night shifts. Day shifts and tickets/chats are okay for me.
Position: Customer/Technical support, sales manager
Category: Support
Experience: 0 years | English: upper


I worked as sales manager in homewear and sleepwear department . Advised clients on availability of goods, prices, quality. Inform about promotions, discounts. I have expanded our clients Base and kept a good relationship with existing customer Base. I made an invoices in Account 8 C program and controlled of supplying goods in time.
I have an excellent communication and negotiation skills and problem solving skills. I am attentive to the details, self motivated person.
I am looking for a remote job and ready for new challenges. I want participate in different intresting project and develop my hard and soft skills within your company
Position: Customer / technical support, Sales specialist
Category: Support
Experience: 1 years | English: upper


Hi, I have worked in the trucking industry for 6 years and have done a lot of successful projects there. I have worked directly with such companies as UPS, Schneider, Amazon, and others. My last job was as a freight broker at Global Trans. Currently, I feel like I want to try something else and decided to completely rebuild my life and profession. I am studying at GO IT school as a Full Stack Developer and at the same time I would like to work in this industry in a position that doesn't need any specific tech skills. My English language is at the upper intermediate level or even higher, I have worked with English native speakers for all 6 years of my career in the trucking industry amazing communication skills, and know how to work in a team. Looking for any options.
Position: Customer/technical support specialist
Category: Product Manager
Experience: 11 years | English: fluent


•	From 2008 – Present: NetPharma (Operations Supervisor)

o	Responsible for launching a new project “PharmaWorks” (pharmacy ERP, a modern fully integrated pharmacy management software that provides accounting, sales, stock, and patient management…), aiming at developing, determining the demand and services needed by the pharmacists and identifying potential customers.
o	Investigate and supply analysis to fix application/configuration issues.
o	Creating and maintenance integration processes with new customers. 
o	Support customer during the “go live” process.
o	Respond to customer inquiries relating to information, product functionalities, and issues.
o	Oversee product development and monitor trends that indicate the need for new features & services.
o	Providing customer/Technical support to improve sales revenue for netpharma's software (HeliumPro/PharmaWorks/PharmaCycle).
o	Ensure timely and efficient introduction and deployment of new software upgrades.
o	Sort, prioritize, track and route issues/tickets.
o	Troubleshooting windows OS.
o	Install, configure, troubleshoot and maintain all office software and hardware (printers, wifi systems, screens, …)

•	From November 2001 – 2008:

NetPharma « (Account & Technical Manager) on:
1.	Ace’s Software: Finance & Stock Management Program for pharmacies  
2.	PharmaCycle Software+ Analysis: Modern and cloud based application, created to direct order placement/settlement between pharmacies and suppliers, real time and secure access to catalogue(in/out of stock, offers,…), orders completed and pending.
3.	HeliumPro Software+ Analysis: Point of sale, patient information, advanced reporting, stock control, accounting, pharmacy user administration
4.	Programming on visual basic 6.0 for HeliumPro Software (from 01-06-05 till 01-06-06 and from 01-01-10 till 01-06-10 on .NET)
5.	Adding queries and creating views in SQL server.

•	From June 2003 – 2014:

Working in a pharmacy (Naccache) from 6:00pm till 9:00pm (Stock Management, invoicing, SSN, Sales …etc.)

•	From June till November 2001:

TCS “Teletrade Computer Systems” (Assembling computers + fixing hardware problems and troubleshooting)
 TCS “Teletrade Computer Systems” (Formatting and installing Windows & installation and configuration of many computer peripherals such as printers, scanners, internet cameras, TV-tuners……)
Position: Customer / Technical support specialist
Category: Support
Experience: 1.5 years | English: fluent


I am an Experienced Teacher with a
demonstrated history of working in the e-learning industry. Skilled in Research, Human Resources,
English, Data Analysis, and Writing.
Position: Customer/Technical Support Specialist
Category: Support
Experience: 0 years | English: upper

As a result of working at my previous job, I have experience in communicating with customers (means, not always loyal), stress resistance, empathy and willing to help people in solving their problems
1.5 years of experience as a technical specialist at Eldorado (Retail Network).
It was not a classic technical support role because I used to deal with the customers who got issues with electronics bought in our store.
Position: Customer/Technical Support Specialist
Category: Support
Experience: 4 years | English: upper


Conversational AI platform (technical support engineer, 6 months of experience)

Responsibilities:

- Provided customer service through email and voice calls (in rare cases);
- Troubleshooted technical issues in various ways (depending on the task I used: platform logs, AWS logs, Vendor's logs, Postman, Chrome Dev Tools);
-  Communicated with Development, QA, Customer Success, Billing and other teams to resolve customer’s requests in a timely manner;
- Created internal guides/documentation;
- Worked closely with companie's partners (Vendors).

- Helped with creating internal solutions and set up of internal services


Domain registrar company (customer support representative, 2 years 1 month of experience)

Responsibilities:

- Provided customer service through e-mail and chat;
- Reported and escalated issues and incidents based on guidelines (created Jira tasks, reported phishing and other types of attacks according to internal procedures);
- Assisted with updating internal departmental documentation as required.
- Communicated with other CS departments, Team Leaders, Shift Leaders, SMEs to provide quick and clear resolution of requests.
- Executed various kinds of billing operations (provided tier discounts/coupons, made refunds, helped with obtaining invoices)

Data processing company (data entry specialist, 2 years 6 months of experience)

Responsibilities:

- Transferred data from e formats into computer files or database system;
- Verified data by comparing it to source documents;
- Updated existing data;
- Reviewed all data for errors and report and unusually findings to management;
- No phone/zoom calls with customers on a regular basis (email and live chat preferrably);
- Fully remote or Hybrid type of work;
Position: Customer/Technical Support Specialist
Category: Support
Experience: 4 years | English: upper

I am very attentive to details, I help the testing department in finding flaws after the release of visual updates. I know how to correctly allocate time for tasks, I always complete them on time.
Specifications of PC for remote work:
CPU: AMD Ryzen 7 2700
RAM: 16 ГБ
Video card: Radeon RX 470
Internet: 100 Mbit
I am a Customer/Technical Support Specialist with 4+ years experience. I started my journey as an assistant system administrator, was engaged in the administration of networks, PCs, sites (filled them with content). After I was a junior system administrator in another company, there were 50+ PCs, I mastered SEO, alteration of site templates. Then I decided to try myself in technical support and realized that it was closer to me :) I got a job in a large company of stores, there were 500+ stores throughout Ukraine, and it was necessary to provide remote support on technical issues. Also, I worked in remote technical support (2 line) of the marketplace. At the moment I serve 3 stores in Europe, where German, French are involved :) More information in my summary.
No flexible working hours.
Position: Customer/Technical Support Specialist
Category: Support
Experience: 10 years | English: upper


Work experience as an Engineer (electronics, PLC programming) - more than 10 years. Extensive work experience in сustomer/technical support and supporting existing products
Education: Zaporozhye state engineering academy (1996-2001), Electronic engineering.
Personal qualities: responsible, communicative, accurate, creative, diligent, optimistic, efficient, quick-learner, initiative.