Position: Customer support/verification agent/analyst (only emails/tickets, without calls and sales)
Category: Support
English level: upper
Years of experience: 4

- organized the process for data collection via Typeform and automatic task creation in Jira for onboarding of partner customers (in collaboration with Help Desk and Compliance teams)
- participated in the launch of Freshchats for the Support team - test bots setup, described the step-by-step guide (Confluence) of basic features for chat agents 
- implemented the idea for using such tools as Auto Text Expander and ProKeys in both tickets and chats: created relevant Confluence pages for agents with main features description and setup steps
Technical Analyst (Fintech/Crypto/Card payments) - 1 year
- Technical issues (incidents) handling: investigation, analysis, impact definition, prioritization, routing to the relevant domain/team 
- Working with SQL databases and Splunk (basic queries for incidents resolution) 
- Technical analysis of tasks related to funds issues: system refunds, funds stuck on hold status (Crypto/Card transactions) 
- Collaboration with other departments: SRE, Finance, Compliance, Data 
- Communication with 3rd parties: technical problems escalation, queries to the relevant provider

Customer Support Shift Lead (Fintech) - 2 years
- Answer clients' questions and help resolving the issues over emails/chats 
- Managing of human resources to achieve the efficient processing of workload on live-chats and tickets (Zendesk/Freshdesk);
- Urgent escalation of the technical issues to the relevant teams via JIRA;
- System monitoring for failed transactions/reported bugs;
- Sharing experience with teammates and newcomers;
- Collaboration with other teams;
- Work with Freshchat bots (building and testing custom flows)

Business Customer Assistant (Fintech) - 6 months
- Handling and resolving requests of companies registered under B2B brand
- Communication with project coordinators and developers
- Generating support weekly reports

Customer Support Representative (Fintech) - 9 months
- Answer clients' questions and help resolving the issues over emails/chats 
- Collaborating with other teams to report and resolve customer's issues
- Creating tasks in Jira (bugs, incidents, feature requests)
- System monitoring for failed transactions
- Training of new team members

Verification Specialist (Fintech) - 8 months
- Making sure the information specified in the user account matches the information specified in documents
- Identifying documents that mismatch the company requirements
- Determination of signs of falsification
- Documents translation
- Duplicated accounts identification and closure
- Providing customers with the explanation of the verification requirements
I'm interested in all positions related to my previous experience as a customer support representative or a verification agent.
I see myself as a ticket (email) or chat agent only, no voice support.