Position: Customer Support representative / Billing asisstant/ L1-L2 support
Category: Support
English level: upper
Years of experience: 4


2018-2020 Clario tech
Technical Support Representative at Clario Tech (L1)

Resolving tech issues via remote connection;
Collaborating with other departments to ensure customer issues are resolved in a timely manner.
Managing clients accounts via SalesForce
Escalating complex issues to higher-level support personnel if necessary.
Maintaining detailed records of customer interactions and technical issues.

2019 - 2023 BetterMe Ltd
Billing Manager

managing technical/non-technical documentation of the internal software/product
maintenance of positive CSAT score in order to decrease potential refund/chargeback rate
resolving tickets/inbound calls to prevent potential
refund/chargeback(s)
carry out daily monitoring of statistics on key KPIs (possibility of payments, risk metrics), operational routing of traffic
manual check of transactions using Zendesk/Solid
Refund management
conduct experiments aimed at increasing the profitability of the specific location/bank/bin
execution of the mitigation plans
Looking forward to growing as a part of a professional team and overcoming new challenges with courage.