Position: Customer Support Engineer
Category: Support
English level: upper
Years of experience: 2

Solution-oriented Customer Support Engineer with over 2 years of experience in providing technical assistance and fostering client satisfaction. Proven ability to communicate technical concepts clearly to both technical and non-technical audiences. Seeking to leverage my technical expertise and customer-centric approach to contribute positively to a dynamic support team and enhance overall customer experiences.
Сustomer support engineer
Bolt Ukraine (oursource)
2021-2022, Kyiv
Effectively resolved intricate technical issues for drivers  and passengers via e-mails, online chats, tickets and socials.
Collaborated with the product and engineering teams to provide valuable customer feedback, leading to several product improvements.
Achieved and consistently maintained key performance indicators (KPIs) such as response time, resolution time, and first-contact resolution, meeting company standards.
Played role in retaining customers by effectively addressing concerns and retaining their trust in the company's services.
Received many positive feedback from satisfied customers through surveys, emails, and social media interactions.
Provided multilingual support to a diverse customer base (English and Ukrainian).
Resolved complex technical issues in Jira and transferred it to development team.


Technical support agent
Megogo
2020-2021, Kyiv
Provided customer support to users, troubleshooting technical issues, and ensuring a seamless viewing experience.
Delivered support through various channels, including chats and phone, while maintaining a strong focus on customer satisfaction.
Successfully resolved complex technical problems, receiving good feedback from customers.
Collaborated with development team via tickets.
Retained customers trust by addressing concerns and offering personalized solutions.
Adapted swiftly to new support tools, software, and technologies.
Solved complex problems and learned to find a common language with difficult clients