Position: Менеджер
Category: Support
English level: upper
Years of experience: 3


from 03/2022 
Customer Support Specialist
· Consulting the clients regarding company’s product and resolving their technical issues via the emails and chats. 
· Communication and escalation the problems to other departments (Intercom, Jira).
· Translation the scripts and templates for communication with Italian-speaking clients
· Translation and implementation of the Italian chatbot in the communication system

09/2021 - 03/2022
Shift Manager
· Daily monitoring the work of CS team (7 agents) and consulting them about most complicated cases (clients’ complaints, withdrawal delays).
· Monitoring and correction the mistakes according to QA reports, conduction additional training for Customer Support team.
· Monitoring the answer-rate, composing and analyzing performance reports on daily/weekly basis.
· Development and translation into Italian templates and scripts for working with clients
· Onboarding and training the new agents.
· Planning the work schedule and vacations.
· Communication and escalation the problems to other departments (IT, VoIP, CRM).

11/2019 - 09/2021
Customer Support Agent
· Consulting the clients regarding company’s product via the phone/emails/chats. 
· Documents verification (“KYC” – Know Your Client procedure).
· Handling withdrawal requests.
· Keeping records of the work done.