Position: Middle Customer Support Specialist\Engineer
Category: Support
English level: fluent
Years of experience: 6

Owner of the support process, designed, documented, and implemented support process (monitoring, tickets, reporting, schedule), integrating the dev and delivery team. Designed and wrote onboarding and how-to materials. Assistant to Product Manager - app analytics via Mixpanel, reporting.

As part of a dedicated team contributed to creating and supporting an online trading\banking platform for UAE
As part of a dedicated team established a support department from scratch.

I provided customer and community support for a standalone free-to-play game on Steam, Ps4, Xbox Live\Microsoft Store.
Provided customers with accurate and up-to-date information regarding 8 mobile games (download games, technical problems with games, payment methods, etc.) 

I lived and worked in the USA, spent a few years doing NGO and volunteer jobs, and participated in international events across Europe.

Managed and supported NCR POS systems (Aloha):
Received knowledge regarding VoIP systems:
GameDev, Digital Banking, Cloud solutions, Mobile (Android/iOS)
Support process owner.
Tech skills (~L2 Support):
- ITL\ITSM-based incident management
-Ability to adapt and use the new tools
-Troubleshoot and solve software and hardware issues
-Experience with proprietary and web-based help desk tools, bug tracking tools, log parsing, and CRMs (Azure Jira, Confluence, Asana, ZenDesk, Kibana, Mixpanel, Firebase, etc)
Job-related/soft skills:
-Critical thinking
-Attention to details
-Person-oriented attitude (based on the psychological education background implemented in work with different age groups, from kids to adults)
-Communicational skills gained through work in customer service, as a translator in international events, teaching, and project managing in NGO
-Stress-resistance and problem-solving (working in innovative fast-moving NGOs in conditions of limited resources)
Quite interested in a good and healthy, non-formal team atmosphere. Prefer remote.
Disapprove of micromanagement.
Looking for a place to grow.