Position: Customer Support Team Lead/Head of Support (German and English)
Category: Support
English level: upper
Years of experience: 6

Courses 

QATestLab - Fundamentals of software testing 
2018

CodeAcademy - HTML & CSS (basic)
2015
Tech Support Agent (English+German)
September 2019 - 2023 
Software MacKiev
• Troubleshooting software and hardware issues through Helpdesk system (tickets, Live Chat and email)
• Handling and resolving customer's complaints and requests
• Software strings translation (English-German)
• Participation in LQA, bug reports submitting 
• Working with beta-testers 

Team Leader of Customer Service Department (German+English)
January 2017 – July 2019
Outdoorer (InnWert GmbH)
• Organization of work processes
• Delegation of tasks, examination of goal achievement
• Consulting and training of employees
• Development of coaching documentation 
• Coordination of the Social Media team
• Processing of customer complaints
• Customer support and consulting (cancellation, shipping, etc.) by email
• Carrying out the return management (as well as processing the refunds in ERP)
• Support in Content Management and Online Marketing (publication of articles, KeyWords research)
• German-Russian translation of websites,  Ukrainian-German translation of legal documentation
• Collaboration in subject-specific projects
I do not consider:
- support agent jobs
- night shifts