Position: Customer Support Consultant
Category: Support
English level: pre
Years of experience: 6

Hard Skills
Tawk, Zendesk, Slack; Google Drive, Zoom, CRM; Open Office, MS Office; Jira, Atlassian, Confluence.
Crypto, Blockchain, Fintech, Product 

Soft Skills
Sociability, honesty, diligence, openness, loyalty, responsibility.
Project management, business correspondence, flexibility of thinking, multitasking, teamwork, stress tolerance
My name is Ihor.
I am an energetic and communicative person. I have worked in the field of sales and customer support for many years, so I can easily find an approach to each person and find his zest. 
I can also say about myself that I am a team player, but it will not be difficult for me to work alone. I consider myself a multifunctional employee, in addition to performing my 
tasks, I can use my leadership qualities in my work

Experience

Oct 2022 -  Dec 2022
Customer Support Specialist WELD MONEY

 -Advising users in the Jira/telegram/instagram services;
 -Delegation of the received information to the technical department by the Atlassian service;
 -Creating tasks for the technical team;
 -Writing project instructions;
 -Compliance with the company's SLA;
 -Escalation and resolution of user conflicts with the issuer of the bank through internal communication channels;
 -Conducting onboarding process to the clients;
 -Participation in conferences on the development and improvement of the project;
 -Testing the project for bugs.

2016 - 2022
Customer Support Specialist | Team Lead ECRO-CHAIN

 -Identification of customer needs, clarification of information (tawk/telegram/ slack);
 -Processing customer requests in a timely manner and providing appropriate solutions;
 -Escalate complex requests to L2 Help Desk;
 -Providing technical support to customers, including answering questions, assistance in setting up the company's products and services;
 -Filling the site with products from the database;
 -Processing incoming messages through Zendesk, telegram, discord services; 
 -Writing product instructions;
 -Carrying out KYC to users through the built-in monitoring system;
 -Search for bugs in the system and escalation to the company's developers.

2016 - 2018
Technical Support Specialist EDC blockchain

 -Keeping clients updated on progress, throughout the lifecycle of their problem, and keeping them up to date on solutions from L2 support;
 -KYC/AML users;
 -Maintaining up-to-date information about the company's products and services;
 -Training new employees;
 -Writing guides and instructions.


Language
Russian (Native)
Ukrainian (Native)
English (Pre-Intermediate, but active study)
Clear business goals; loyal leadership; fair wages; strong interdepartmental communication and streamlined processes.