Position: Customer Support Specialist | Team Lead | Account Manager
Category: Support
English level: upper
Years of experience: 2

*Qualifications*

Soft Skills:
- Strong organizational skills.
- Good communication skills.
- A great team player. 
- Proactive mindset.
- Logical and analytical thinking. 
- Prioritizing across various tasks.
- Good eye for details and sense of ownership.
- Passion for technology and customer support.  
- Leadership/Handle challenging customer situations. 
- Ability to work under stressful situations independently with a good time management (experience in working in high-load conditions).

Hard Skills:
- Excellent knowledge of Atlassian domains: Trello, Jira Service Desk, Confluence, Help Desk. 
- Experience in Gamingtec, SOFTSWISS. 
- Experience in MS Office products: Microsoft Teams/Word/Excel/PowerPoint (Intermediate), Outlook (Basic). 
- Omnidesk, Freshdesk. 
- Slack.
- Familiarity with OS basic concepts (Windows, macOS).
- Computer literate and Internet savvy.

Languages:
- English: B2+
- German: B1
- Ukrainian: C2/Native
- Russian: C2/Native
Self-motivated, outgoing and detail-oriented with 2 years experience in CSM. Eager to accept great challenges and new duties to maintain a long-term business relationship. I'm open to all types of vacancies, as I'm motivated to learn and committed to fostering professional & personal growth.

Currently learning Affiliate Management at C3PA :)

L1 & L2 Support:
- Effective, polished interaction with customers worldwide (e.g. New Zealand, Australia, Canada, Germany, the Netherlands) via calls/emails/online chat.
- Identified and provided a solution based on clients' requests. 
- Reviewed and handled customer complaints successfully (0 recurring matters).
- Interacted with Project Management Team and persuaded to deal with major tasks. 
- Undertook an investigation into possible significant project issues.
- Tested sites for potential bugs.
- Arranged tasks in Ticket system (Omnidesk/Freshdesk).
- Conducted an in-depth Incident/Root Cause analysis.
- Escalated issues outside the scope of duties to Tech/Dev departments via Jira Service Desk.
- Updated a knowledge base in accordance with project regulations shared via Atlassian services. 
- Reached KPI on the highest level monthly. 
- Staff support and team mentoring.
- Basic understanding of KYC, compliance procedure and online payments.

Education:
- Certificate in IT Switch Course | GlobalLogic Education | 2022
- Bachelor of Arts in Foreign Philology (English language and Literature) | Lesya Ukrainka Volyn National University | 2018-2022
Looking for an interesting place & product with the opportunity to advance within the company. Despite my experience in Customer Support, I'd gladly consider your offer particularly. I'm always open to quickly learn new technologies & stuff to contribute into workflow. 

Salary requirements may be negotiable based on the position and the benefits. Night shifts are not preferred. 

A quick remark: I speak Russian, but at no time do I work with russia and russians :/