Position: Team Lead Support, Moderation, IT Support Engineer
Category: Support
English level: fluent
Years of experience: 9


Technical Support Engineer, 05/2020 to recent
Kansys, Inc - USA

•	Deployment installation, system testing
•	Test documentation
•	Responsible for technical support on a complex billing system
•	Providing first line customer support in a timely and accurate way
•	Actively communicating with the customer to troubleshoot upcoming difficulties
•	Clarifying customer’s requirements via email and chat
•	Client-server interaction testing
•	Responsible for the quality of the daily release 
•	Creating and supporting technical documentation.
•	Performing load testing
•	Coordinating timely creation and sending reports to stakeholders 

Customer Support Representative, 11/2021 to 02/2022
DexDigital – Kyiv

•	Resolving requests of customers via emails / live chats (70%) and calls (30%) — no cold calling
•	Creating a positive client experience in the long-term
•	Working with CRM and client database
•	Interacting with other teams


Customer Support Specialist / Moderator, QA specialist, 10/2018 to 10/2021
Gipoteza, Ltd – Kyiv

•	Handed customer technical support cases through chat and email submission 
•	Updated the company website with tech tips and brief documents
•	Evaluated system potential through assessing compatibility of new actions with existing ones  
•	Improved existing projects by evaluating objectives and specifications, reviewing proposed changes and making recommendations according to users’ wishes 
•	Maintained system functionality by testing application components 
•	Resolved users’ problems on a daily basis
•	Maintained client confidence by keeping their information confidential
•	Prepared reference material for users by drafting operation instructions
•	Web and mobile manual testing
•	Moderated new content on the website.