Position: Technical Support Agent, Quality Control Specialist
Category: Support
English level: upper
Years of experience: 1

Quick troubleshooting of equipment.

Successful participation in tenders of large Ukrainian companies. Sale of equipment for 3-10 thousand euros at a time.

Conclusion of several agreements for the one-time purchase of equipment worth up to 20,000 euros.

Training of new employees who continue to work to this day.

Direct management of one subordinate. Monthly organization of the work of subcontractors (up to twenty people).

Successful closing of incoming applications for the purchase of equipment.

Managing three live chats simultaneously 

Quick solution finding for people in different countries

Improving the knowledge base, instructions, and working with updates

Checking the quality of customer service and preparing reviews
I had experience working as an electrician maintaining industrial equipment. In this position, I am used to a shift work schedule, pressure, stress, and quick decision-making on my own. I had no right to allow the equipment to stop for more than 15 minutes. I was also responsible for the integrity of this equipment. Both points could lead to huge financial losses. In addition to equipment, I was directly responsible for people's lives. I got a little experience as a freight forwarder, trained new and existing employees, and managed subcontractors. (4 years 4 months)

I also worked as a sales manager/ technician. I was selling the equipment from European suppliers for large Ukrainian and multinational companies. I developed the skills of cold and hot calls, and communication with different accents of English. I also better-mastered document management, the experience which I had as an electrician. In this position, I worked with CRM systems, office software packages, Google Docs, and Outlook. I independently managed projects from the first call to the delivery of equipment to the customer's warehouse. In process of delivering the equipment, I communicated with brokers and customs. To sell equipment I also participated in tenders. As a technician, I provided consultation about the equipment I was selling. (5 months)

As a customer support representative, I worked entirely in English. I was on the second line of support. Here I received little experience with SalesForce, Jira, Slack, RocketChat, and Roundcube. I also listened to a number of training classes for a basic understanding of the IT sphere. (2 months)

Then I started working as Technical Support Agent. Here I learned to work with up to three live chats simultaneously. Various quality measurements helped me to improve my skills in customer support and communication. My main task was to find instructions for any tech-related questions from household appliances to banking apps and government services in different countries around the globe and make sure our client managed to try every step of it. (6 months) ------->
In the same company, I grew up not only as a Technical Support Agent. I also became Quality Control Specialist. I became the person who checks agents' quality of customer service. More than that, I also was working on the company's knowledge base, shortcuts, internal instructions, and updates. (1 month)
No gambling, no dating websites, no dispatchers

I expect opportunities for career growth and support for the development of specialists. I also like it when an employee has the opportunity to express himself.