Position: Customer Support / Technical writer
Category: Support
English level: upper
Years of experience: 4


Technical Support Engineer / Content-writer in Digital Cloud Technologies (Kharkiv, Ukraine)

- Writing descriptions for applications in Microsoft Store and for offers in Azure and
AWS Marketplace. 
- Writing and translating user guidelines. 
- Writing texts for promotional content, products' videos and screenshots. 
- Pre-paring co-sell presentations, customer stories, feature articles. 
- Localization of products' UI. 
- Analyzing, suggesting and launching promotional campaigns.
- Providing support to users via help desk ticketing system and reviews answering. 
- Perform business correspondence on behalf of the company.
- Creating support tickets in Microsoft Store, Azure and AWS Marketplace with further
troubleshooting in cooperation with SysAdmins. 
- Managing OTRS ticket system, WP websites, Microsoft Partner Center and Azure Commercial Marketplace

Customer Support Specialist in AddSalesforce (Kharkiv, Ukraine)

- Providing support to users via the help desk ticketing system. (respond to customer
queries in a timely and accurate way)
- Answering questions, helping customers understand the service, analyzing
problems, and quickly forming solutions to customer satisfaction.
- Performing tasks such as processing transaction disputes, rejected transactions, bank fraud, parcel delivery issues etc.
- Contribution to the improvement of documentation, such as training manuals and
troubleshooting procedures. 
- Mentoring new team members employees.