Position: Technical Support Specialist
Category: Support
English level: fluent
Years of experience: 5


Here's the overview of my work experience.

Customer Support Specialist
Mar 2021 - present 
Praxis
•	Communicating with merchants and payment service providers via chats, tickets and calls
•	Reviewing API communication in order to find errors and discrepancies
•	Participating in creation of internal documentation
•	Testing the solutions

Middle Customer Support Specialist
Nov 2020 - Feb 2021 
TEAM International 
•	Participating in support processes' establishment;
•	Creating guidelines (both internal and external);
•	Creating support SLPs;
•	Testing the application;
•	Creating test cases and bugs;
•	Verifying user stories and bugs.

Customer Support Manager
Jul 2018 - Apr 2020 (1 year 10 months)
G5 Entertainment AB 
•	Delivering support to customers by providing information in response to inquiries via helpdesk;
•	Monitoring customer complaints;
•	Creating FAQs and user guidelines. Posting them to company's website and helpdesk;
•	Processing customer feedback and escalating issues that require further investigation.


Customer Care Agent / Customer Care Mentor
Sep 2017 - May 2018 (9 months)
Productech 
•	Identifying and solving customer issues both via phone line and emails
•	Handling and managing web tools for customer support
•	Keeping a record of each inquiry
•	Escalating specific problems to the supervisor or transferring them to the appropriate team if needed
•	Providing assistance with creating internal documentation
•	Teaching the newcomers and doing my best to help them to get involved into the workflow ASAP

Customer Support Representative
Jul 2016 - Jul 2017 
Namecheap, Inc. 
•	Working with customers in chats/tickets and providing technical assistance.
•	Monitoring and responding to tickets, monitoring alerts and general inquiries from internal and external customers.
•	Communicating with shift replacement personnel on any and all outstanding and escalated issues.
•	Working with detailed documentation of the technical troubleshooting and issue resolution within the company system.
•	As a trusted advisor, creating and maintaining effective customer relationships with customer satisfaction as the ultimate goal.
•	Maintaining the technical/physical integrity of customer solutions.
•	Working with management to establish or revise procedures and processes as necessary.
•	Maintaining a working knowledge of all products, processes and systems. 
•	Performing other duties as assigned.