Position: Customer Support Representative
Category: Support
English level: fluent
Years of experience: 3

• Became a Customer Support Supervisor right after probation;
• Became a Top-Seller and created a method for increasing the conversion;
• Have achieved the highest KPIs on a regular basis;
• Created a method of mentoring newcomers that helped them to reach the highest score on the probation test;
• Successfully organized and held a presentation on the time management topic;
• Suggested and participated in implementing appropriate changes through the company's management to increase customer's satisfaction rate;
• Analyzed the existing work-flows of systems to identify and implement the operational improvements.
Technical Partner Support

• Monitor email queues and provide support and respond to inquiries in a professional and timely manner;
• Provide root cause analysis and troubleshoot partner's issues
• Create the knowledge base and administrate Confluence
• Automate the routine tasks with Python and Selenium

Customer Support Supervisor 

• Organize and plan the work of the customer service team; ensure the team is completing their daily tasks; manage a high-volume workload;
• Diffuse challenging customer situations by remaining calm and composed; find creative solutions that lead to high levels of customer satisfaction;
• Coordinate with other departments throughout the organization on special cases;
• Mentor, train, and evaluate the performance of newcomers, analyze the weak sides and help them to
 achieve all daily customer service goals.

Customer Support Representative Sales Specialist

• Promptly respond to general and specific inquiries from staff and customers via live chat, telephone and e- mail;
• Operate with accurate and up-to-date information to answer client's questions; troubleshooting; resolve complaints;
• Determine and suggest the best available options within offered services based on customer's needs;
• Support current customers to cover their needs during their cooperation with the company.