Position: Technical support, 3rd line
Category: Support
English level: upper
Years of experience: 3

From a Support Agent to a Team Leader in 4 months (the fastest promotion to a Team Leader position in the Company's history).
Customer Support Agent
Jan 2021 - currently working (Smilebox)
Jira, Zendesk, PayPal (disputes), Stripe, working with tickets, SQL.

Customer Support Agent
March – June 2019 (4 months) and Team leader July 2019 – July 2020 (12 months) at academic paper writing service (Netfix). 

Support agent responsibilities:
· Assisting clients from English-speaking countries 24/7.
· Helping customers resolve problems with products and issues with the service by answering phone calls, chatting, and via e-mail.
· Delivering excellent product and service to our clients by controlling the order progress.
· Multitasking

Team lead responsibilities: 
· Maintaining a clear Social Media support service strategy to support short, medium, and long-term growth as well as the department and business objectives.
· Efficient team management that requires continuous engagement into the team’s life.
· Ensuring that KPI's and SLA's are met and are relevant to the current workload/release.
· Rational analyzing ongoing business processes in the support department and procure continual improvement/automatization.
· Maintain and develop business processes.
· Performance of the duties of a true leader by extrapolating a comfortable, positive, productive, and motivating relationship paradigm in the support department.
I’m highly motivated to join your team as a Customer Support/Customer success/Technical support specialist and would be glad to help you build a great product with stellar customer support.