Position: Custumer Support
Category: Support
English level: upper
Years of experience: 4


Customer care (June 2022 - present time):
• technical support for worldwide B2B clients (mainly US) - calls, chats, emails
• contacting other departments regarding current software issues reported by customers / implementing new features requested by customers
• software trainings for new users
• ordering hardware and managing delivery process

Call center Supervisor (July 2021 – present time):
• analysis and forecasting of incoming appeals from customers to the call center in quantitative terms;
• providing interaction between the call center operators and tech specialists on processing tickets and resolving customer issues;
• escalating complicated tickets;
• customer service quality improvement;
• reporting on the work of the contact center;
• control over the proper performance of duties by operators.

L2 support specialist (September 2019 – July 2021):
• processing the tickets routed from L2 operators regarding satellite TV, IPTV, streaming service;
• identification, analysis, and troubleshooting of technical issues with effective solutions
• responding customer inquiries via email, Meta (formerly known as Facebook), PlayMarket feedback, etc .
• search and return of transactions in Portmone and LiqPay payment systems;
• filing applications for payment of funds to clients in 1C: Document flow;
• checking the operability of satellite receiving equipment.

Sales operator (March 2019 – September 2019):
• sales of satellite receiving equipment;
• L1 support specialist.

Assistant lawyer (September 2018 – March 2019):
• preparation of the registration documents for legal entities, sole proprietorships, trademarks, copyrights, etc. and submission to public authorities.
• salary $1100-1300
• office within 10 minutes from the subway / remote work with the necessary equipment
• medical insurance
• official employment