Position: Customer Support Team Lead/Manager
Category: Support
English level: upper
Years of experience: 3

Wirex - Customer Support Representative
December 2021 year – Present. 
Kyiv, Kyiv City, Ukraine

Wirex is a digital payment platform with a mission - to make crypto and traditional currencies equal and accessible to everyone. FinTech company based in the UK, with extensive R&D centers in Ukraine and Poland and offices worldwide. Wirex builds the DeFi+CeFi products ecosystem. 

Responsibilities:
• Answering clients' questions and helping resolve the issues over emails/chat. Supporting customers around the world, mostly all of the issues are in English;
• Resolve product issues by clarifying the customer's complaint. Determining the cause of the problem, selecting and explaining the best steps to solve the problem;
• Participating in building Wirex multi-language knowledge base and community;
• Working under pressure and handling clients with a negative attitude;
• Generating account statements;
• Engaging with internal departments to facilitate requests from customers;
• Ready to accumulate feedback from the clients and share product improvement ideas;
• Regular app monitoring for failed transactions/reported bugs;
• Working with Zendesk/Freshdesk and Atlassian products;
• Understanding and passionate about bitcoins and blockchain technologies.

ABBYY - Customer Support Consultant
September 2021 year - December 2021 year
Kyiv, Kyiv City, Ukraine

ABBYY powers intelligent automation. The company reimagines the way people work and how companies accelerate business by delivering the intelligence that fuels automation platforms.

Responsibilities:
• Supporting incoming issues from customers Zendesk ticket system, predominantly via e-mail, sometimes via chat and phone;
• Providing consultative advice to customers related to the use of ABBYY products;
• Troubleshoot technical issues either on a virtual system or in a screen-sharing session with the customer;
• Actively collaborate with your teammates and colleagues from other departments to find solutions. Provides input for team member appraisals and acts as a mentor/role model for others;
• Communicating confidently in Business English;
• Preparing articles for Knowledge Base;
• Follow the well-documented procedures, guidelines, and policies.

SupportYourApp - Data Annotator
December 2020 year - September 2021 year
Kyiv, Kyiv City, Ukraine
I am a motivated, responsible, and quickly analyzing person with experience in customer support positions in many different FinTech companies. I helped improve customer support rates and solve problems of any complexity. One of my own projects was an e-commerce store on Shopify. I have experience in launching advertising campaigns through FB Ads Manager and product research. Able to quickly adapt and solve complex problems through technical and soft skills. An excellent team player and manager.

My responsibilities are:
• Ability to methodically troubleshoot customers' issues;
• Ability to understand the customer environment, security settings, and how third-party tools integrate into the solution;
• Analytical set of mind;
• Communication skills;
• High resistance to stress, capable of working under pressure and handling clients with a negative attitude;
• Able to work overtime and/or on holidays, if necessary;
• Basic knowledge of digital marketing and sales (eCommerce product research);
• Experience with AI (data labeling);
• Excellent English (fluent written);
• Working with Zendesk, Freshdesk, and Atlassian products (Jira, Confluence);
• Basic knowledge of HTML/CSS;
• Basic knowledge of SQL (Postman);
• Working with Power BI;