Position: customner support specialist
Category: Support
English level: upper
Years of experience: 3


Shopping cart Elite (USA)
Position: Technical Support Specialist/QA engineer level 2 of CRM System
Time period: April 2016 – August 2019
Function:
- Support the customers by providing necessary information on all of our instruments via phone, live chat
and email in a timely and professional manner.
- Setup software according to the customer requirements;
- Providing through support and problem resolution for customers;
- Maintain composure and patience in face of difficult customer situations;
- Informing customers about issue resolution progress;
- Develop technical expertise and documentation regarding our products, systems, and services;
- Track product upgrades and help customers take advantage of them.
- Q/A: reproducing bugs and errors in test environment, preparing documentation and escalating to the
developers team.
- Creating tutorials for clients/database.
- Analyzing statistical reports, providing summaries for clients.
- Organization and conduct of trainings for junior staff and customers.
- Integration and testing 3rd party applications (Easymail, EDF) into ecommerce platform.

 Renault Ukraine:
Position: customer care service, consultant.
Time period: June 2015 – April 2016
Function:
- Configure and install new workstations, printers and peripherals, Troubleshoot and remediate PC,
printer, and peripheral issues.
- Install, update, configure and troubleshoot software in the enterprise desktop environment.
- User Access Control responsibilities for numerous systems and services.
- Provide operational support for all applications and software functions including file uploads, files
downloads, and report execution.
- Create and maintain system monitoring to track system outages, ensure appropriate alerts, and
document resolution when needed.