Position: Customer Support Specialist
Category: Support
English level: fluent
Years of experience: 2.5

I have a solid knowledge of such tools as Intercom, Slack, Gmail, and Google Sheets. I'm also familiar with and know how to work with Fullstory, Sendgrid, and many other tools. I completed a couple of courses on SQL that helped me build a foundation and I'd be more than happy to put my knowledge into practice.

I dealt with different types of customers and know how to communicate with them when something doesn't work well for them. Most of my ratings given by users were positive.
Hive (08.2022 - 02.2023) - Product Support Specialist
- Triaging users' issues and questions;
- Escalating bugs to Engineering team;
- FAQ articles creation and their maintenance;
- 1300 closed tickets with 9m Median Response Time:
- Customer Satisfaction: 95%

Superside (06.2020 - 08.2022) - Project Support Operations Specialist:
- Keeping track of errors in project delivery processes;
- Identifying flaws in workflows and finding possible solutions;
- Gathering data and sharing insights to discover ways to optimize the work;
- Providing ad-hoc support to internal team with Admin-related queries.

Superside (10.2019 - 06.2020) - Customer Support Specialist:
- Acting as a liaison between a new customer and a project manager/account executive;
- Handling customer inquiries through Live Chat (Intercom, Internal App);
- Providing assistance to project managers to ensure a steady and smooth workflow;
- Monitoring communications between customers and project managers in order to detect and flag possible quality issues;
- Got promoted to Senior Support Specialist.

Bremen-Haushalt (07.2019-09-2019) - English Translator:
- Doing keyword research for SEO optimization and translating listings from German/Russian into English for the Amazon platform.

White Owl (11.2019-07.2019) - Development Department Team Member:
- Work process management;
- Content making and proofreading;
- Office management;
- Customer management;
- Translation.

White Owl (05.2018-06.2018) - Customer Support Specialist:
- Providing consulting services and helping clients with their crypto- and blockchain-related inquiries through social media channels and email;
- Got promoted to Team Lead.
I'm currently looking for a new career challenge. Given that I have several years of experience in Customer Support, this is my top priority but I'm also open to a different role to expand my skillset.