Position: Product analyst
Category: Data Analyst
English level: intermediate
Years of experience: 5

Participated in the launch of the company's product on the AppSumo Marketplace, managing the technical part of the launch. Upsale of received customers on the marketplace, which allowed earning an additional 30% of monthly revenue. 
Based on the data obtained, identified 2 new customer segments and launched hypothesis testing for these segments.
- 2014-2016 web-master, freelance
- 2016-2017 support specialist, Gravitec.net
- 2017-2019  web analyst and technical support specialist, Gravitec.net
2019-2021, web analyst and technical support manager web analyst, Gravitec.net
2021-present,  Product Analyst and Head of support, Gravitec.net
2021-present,  WEB/Product Analyst, NDA

I started my IT career as a web developer, building custom websites. Five years ago I had the opportunity to start working for a startup company, Gravitec.net, as a support specialist. Starting out as a first line support specialist, I gradually moved into technical support, where I was already dealing with technical requests from customers. For example, consulting on using the JS API and Rest API service, troubleshooting through the database (PostgreSQL). Now I'm working in the same company and have several responsibilities in different areas. The first one is Head of Support, where I'm responsible for optimizing the support process, creating a knowledge base and writing documentation for customers and support agents. I implemented Zendesk to analyse the support service and improve the support system. This helped to combine requests from different communication channels (widget, email, facebook messenger) into one system. This helped create standard answers to the most common queries and halved the number of responses to queries. The second area is product analytics and developer management, which includes web analytics, product analytics, support analytics and sales analytics, task requirements writing, task setting and development planning. I use the following data collection and analysis tools: Google Analytics, Tableau, Hotjar and Google Data Studio, Jira, Clickup.