Position: Technical Support Specialist
Category: Support
English level: upper
Years of experience: 2

- Maintained a consistent record of exceeding customer satisfaction targets, receiving positive feedback from over 90% of surveyed users.

- Created a comprehensive troubleshooting guide for common technical issues, reducing the average resolution time for recurring problems by 25%.

- Collaborated with the development team to suggest and implement UI/UX improvements based on user feedback.
- Provided prompt and effective technical support to users of the company's cryptocurrency trading platform, addressing inquiries through email, live chat.

-Assisted users in troubleshooting issues related to account access, trading execution, deposit and withdrawal processes, and platform functionalities.

-Collaborated closely with the development and engineering teams to identify, reproduce, and escalate technical issues that required advanced technical solutions.
Resolved complex technical problems by guiding users through step-by-step processes, offering clear instructions.

- Documented user inquiries, technical issues, and resolutions in the company's ticketing system to maintain an organized and up-to-date record of support interactions.
- Created and updated knowledge base articles and user guides to empower users with self-help resources and reduce the volume of recurring support requests.

- Communicated proactively with users to provide status updates on ongoing technical issues, ensuring transparency and managing expectations.

- Collaborated with the quality assurance team to test new platform releases and updates, identifying potential issues before they were deployed to users.

- Participated in cross-functional meetings to provide insights from the support perspective, contributing to the enhancement of user experience and product development.