Position: Customer Support / VIP Support Manager
Category: Support
English level: fluent
Years of experience: 6

Established and launched a VIP Support department for one of the products. This initiative enhanced customer satisfaction by providing dedicated and personalized support to high-value clients. Successfully implemented the VIP Support program, contributing to improved customer retention and loyalty.

Developed a user FAQ section for three products utilizing exclusive, unreleased graphical assets, providing a distinctive and standout user experience. 

One of my business clients provides feedback on my team, which brought down the response time to 10 minutes.
1) Position: Technical Writer

- Writing unique SEO-optimized articles on Windows and Android apps;
- Writing How-To texts;

2) Position: Customer Support Team lead

- Providing phone and e-support for the collaboration products to end users.
- Bug and user problems investigation;
- Managing a team of 5 subordinates, KPI, solving standard workflow questions, making duty schedule and simplifying the management process for Project Manager;
- Using Zendesk, Jira, Helpdesk, Redmine, Slack to keep in touch with customers and colleagues;
- SQL, XML, JSON, HTTP (for API) knowledge;
- Mentoring

3) Position: Technical Support Expert

- Support of corporate application users, deep understanding of application functionality and related business processes.
- Keeping all working processes in accordance with SOX Compliance Requirements
- Deep and thorough investigation of the user issues
- Support of data integration processes with other corporate systems.
- Writing SQL scripts (SQL Server Management Studio) to create custom reports and update info.
- Using ServiceDesk, Jira, SkypeForBusiness, Outlook and phone to keep in touch with customers and colleagues.
- Mentoring

4) Position: VIP Manager / Customer Support Shift Supervisor

- Helping players in solving in-game and technical issues;
- Managing conflict situations, resolving issues with positive outcome for both players and company;
- Processing user requests within the framework of targets (KPI);
- Investigation of in-game situations in order to prevent grave balance or critical technical issues;
- Shift supervising, assisting all team members in solving difficult situations with the requests;
- Working with VIP players, forming a deep personal bond with them (Creating and testing challenges and giveaways etc.);
- VIP Players retention;
- Drafting instructions and creating F.A.Q from scratch;
- Mentoring newcomers both for Technical and VIP support;
- Using Helpshift, Jira, Notion.so, Google Cloud Platform, Facebook, Google Calendar, Slack to keep in touch with customers and colleagues.
It's been more than 5 years since I started working in Support and I'm looking for the company that wants to achieve the best level of customer support that can be a huge advantage over the rivals.