Position: Customer Support Representative / Customer Support Team Lead
Category: Support
English level: fluent
Years of experience: 5


I have great experience in Customer / Technical Support as well as in leading multiple teams in this area.  

Among the tasks conducted at the latest positions the following ones can be highlighted:   
- providing customer / technical support in English and German via email, chat and phone; 
- conducting various business researches; 
- processing of user questionnaires, collecting data for the website; - conducting presentations of new features to business clients; 
- collecting feedback from business client and consulting surveys; 
- developing new strategies and managing internal processes;  
- planning and calculating types and time of shifts for different teams based on the load forecast;  
- conducting business researches; 
- collecting and analyzing feedback from community and team members;  
- creating, updating and translating procedural documentation;  
- making reports on team(s) performance;  
- carrying out Quality checks;  
- reproducing, troubleshooting and reporting bugs and technical issues;  
- creating recruitment tasks, performing interviews and conducting newcomer trainings.   

Languages: English (C1); German (C1); Spanish (A2); Polish (A1); Russian (Native speaker); Ukrainian (Native speaker).  

Additional areas of expertise: huge experience of working with Google Doc Suite and Microsoft Office Suite, big experience of working with Zendesk-like ticketing system as well as Zendesk itself, working experience with Zoho and Google Analytics, basic working experience with JIRA and Trello, basic knowledge in HTML5, CSS, basic knowledge in Shopify, WordPress, basic understanding of programming, web and app development process.
I'm looking forward to new interesting projects, big and small open-minded teams not afraid of new challenges and willing to grow as a specialist to master the existing skills and to gain the new ones.

I am not ready to work evening / night / weekend shifts on a regular basis, although overtimes as such to cover company needs are not a problem to me.