Position: Customer Support Agent/Content Manager
Category: Support
English level: upper
Years of experience: 5


Content Analyst
CNET · Full-time
Mar 2020 - Present 
Kharkiv, Ukraine
- Manage day-to-day content upload and content editing in a proprietary content management system;
- Write a one-sentence summary of software description;
- Test software for malware using publicly available tools;
- Proactively search for new software to be added to the catalog;
- Update existing version software data to the new versions.

Content Manager
Cool.Club · Part-time
Aug 2021 - Nov 2022 · 1 yr 4 mos
Kharkiv, UkraineKharkiv, Ukraine
- processing of ready-made English texts according to certain format rules
- sorting articles by certain parameters and entering data into tables
- placement of finished articles on a blog, website in a specific format
- keeping records of processed material and time spent on work

Customer Service Specialist
Namecheap, Inc · Full-time
Sep 2017 - Mar 2020 · 2 yrs 7 mos
Kharkiv, Ukraine
- Provide customer service through e-mail and chat in a timely and accurate manner;
- Communicate customer feedback to the corresponding departments/staff in order to develop processes for better serving customers;
- Develop and maintain in-depth product knowledge;
- Maintain reports on processed customer inquiries as required;
- Report and escalate issues and incidents based on guidelines;
- Assist with updating external client knowledgebases, as well as internal departmental documentation;
- Perform other department related regular and adhoc tasks when required (e.g. failed orders processing, hosting activations and cancellations, setup of products, packages modifications, proactive transfer assistance, etc.);
- Responsible for ensuring that customer inquiries are resolved at the first point of contact, unless specialist knowledge or further investigation is required;
- Skilled in Domain name management and Domain Name System (DNS);
- Maintain the own level of hard skills and corporate knowledge through following the corporate updates and self-development.