Position: Customer Support
Category: Support
English level: upper
Years of experience: 5

Google search professional.
— Supported platform with more than 150 million users. 
— Communication channels: chat & emails.
— Leading team meetings, day sync sessions.
— Preparing refreshers, Q&A sessions, quizzes for team.
— Gathering reports for higher management.
Tools I used: Monday, Asana, Timely, Trello, Google Workspace.
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-- Supported two high-load platforms with over 2 million users.
Communicated with customers and users on the platform(live chat, emails)  to assist them with their inquiries and explain product value. Customer retention duties were also part of my daily job.
-- Worked closely with QA, Marketing and R&D teams. Reported and escalated issues that were not resolvable by the account management team.
-- Besides customer care, I had also been doing Client Success and Sales.
-- Improved and maintained our Knowledge Base, FAQs.
-- Gathered statistics and created a variety of reports for higher management.
-- Tools I used: Kayako, Intercom, Pipedrive, Confluence, JIRA, HeidiSQL
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-- Supported B2B Email Marketing solution. 
-- Assisted customers via phone calls, emails and live chats to troubleshoot any issue they might have had with our software or any other 3rd party application they used (mostly Email software such as Outlook, Thunderbird, SendBlaster etc)
-- Assisted customers with setting up domain names, settings and configuration in the DNS zone.
-- Customer Retention.
-- As usual, worked closely with other departments to resolve any issue that may occur on the customer's end.
-- Tools I used: SalesForce, JIRA, Confluence and an infinite amount of others.
No sales, no calls. Thank you.