Position: Project Manager
Category: Project Manager
English level: fluent
Years of experience: 0

Courses:
2021 - Project management course at A-Level
2019 - Intensive English course at Green Forest
2019 - English classes by English with Mary
2018 - English classes by International House
WiserBrand, Customer Support Representative
April 2020 - current time 
Responsibilities:
Taking care of customers, contacting them via phone, chat and email.
Ensuring the best quality of service.
Working with data entry systems and CRMs.
Closely collaborating with the US customer care department.

FluentPro Software, Customer Support Engineer 1st Line
June 2019 - January 2020
Responsibilities:
Receive and manage customers’ requests through Zendesk and Intercom.
Talk clients through a series of actions, either via web meeting session, email or chat, until they’ve solved an issue.
Investigate and resolve (if possible) issues related to the software, including analysis of symptoms and determination of problems behind them.
Diagnose and troubleshoot technical issues, including account setup.
Prioritize and manage several open issues at one time.
Properly escalate issues unresolved by 1st line to appropriate internal teams — 2nd line and/or Product Teams in MS Teams.
Ensure all issues are properly logged within Azure DevOps.
Refer to internal database, public database or external resources to provide accurate solutions.
Monitor issues through to resolution, within agreed time limits (Support SLA).
Follow up with clients to ensure their systems are fully functional after troubleshooting.
Contribute to the existing knowledge base, update the user guide with new articles.
Attend daily meetings.

Global Virtual Opportunities, Customer Support Representative
August 2016 - June 2019
Responsibilities:
Resolve customer complaints and requests via email and chats in English.
Answer phone calls in English.
Manage customer’s inquiries regarding hosting, domains, cPanel and products company provides: conference room, autoresponder, video producer, etc.
Identify and escalate issues with IP address, shared/dedicated servers

Experienced with Microsoft Office, Azure DevOps, Project Online, Power BI, Jira, Trello, Zendesk