Position: Technical Support Specialist
Category: Support
English level: fluent
Years of experience: 0.5

While working with Reply.io:

• I was able to learn most of the platform and its support knowledge base in 2 weeks, which allowed me to rapidly shift to tasks and duties that my more experienced colleagues were performing, and provide more high-quality, accurate answers to customer questions.

• During the 4 months as a support agent, I've maintained a >98% CSAT score. By the end of my tenure, I was handling around 20-25 daily new chats and about 40-60 daily total chats.

• Because I wanted to provide more advanced and more accurate workflow recommendations, I would constantly step outside of my responsibilities, and learn things like HTML, CSS, Postman API, different tools like Zapier or Make, best practices in the industry, as well as parts of responsibilities of our Level 2 Support team or Deliverability team.

My personal goal was to deliver the best possible support that each individual customer could receive, and I would like to believe I've achieved that. The nice bonus was that when parting ways with my colleagues, I was told I knew the platform like a person who's been working with it for several years. I would give credit for this to natural curiosity and a desire to solve more problems, more efficiently.
I've worked as a Customer Support Agent at Reply.io (a multi-channel sales engagement platform).

Some of the tasks I've performed were:

• Handle customer requests via chat and email, help customers navigate the platform, and provide world-class technical support and customer service.
• Work closely with the level 2 support, development, sales, success, deliverability, and billing teams, ensuring a smooth experience for clients and colleagues alike.
• Create, submit, watch, and update tickets and provide communication between customers and the development team.
• Serve as a liaison between the customers and the product management team, collect meaningful feedback. Create and submit feature requests.
• Provide workflow recommendations and test solutions to achieve customer goals.
• Explain some of the more difficult concepts and ideas; record videos for customers.

Some of the technologies and services that I've used:

• Intercom
• Slack
• Jira
• Different CRMs (mainly Salesforce, HubSpot, and Pipedrive)
• Zapier
• Make
• Twilio

Some of the things I've used as a result of side learning, which was not required by my position:

• DevTools - to collect any useful information before submitting a ticket in Jira, such as IDs, response codes, request data, and response data from the server. On many occasions, it would help me determine the root of the problem and troubleshoot it using the tools available with my access without having to submit a ticket.
• Basic HTML and CSS - to troubleshoot email signature source code.
• Postman - to test and troubleshoot requests made with Reply API, and provide webhook recommendations.
While I am proficient in English and possess good communication skills, I see myself shifting toward a more technical career, potentially as a software engineer. I really enjoyed working with APIs, and at the moment I'm interested in AI and learning Python.

With that in mind, I'm looking to commit to a company that would foster growth in this direction.

I would prefer a position that requires problem-solving, teamwork, working closely with the product, and might involve interaction with the product's API, the database, or other backend systems.