Position: Customer Support Representative
Category: Support
English level: upper
Years of experience: 2


Remote data entry operator at VSE.UA
06.2017 — 07.2021
Entering merchandise characteristics and illustrations in the database

Customer support representative at HEXA (English desk)
05.2021 - still there
Рhired in April '21 as an intern, passed a 2-month probation period, employed officially in June '21 as an lv1 Support rep.

Main responsibilities:

    Communications with customers and employees via calls, chats, messages, and e-mails.

    Processing customers' orders, clarifying instructions, explaining the company's policy requirements, escalating issues, etc.

In April '22 promoted to lv2 Support rep.

Main responsibilities:

    Still communications with customers and employees

    Assigning orders to employees.

    Monitoring order completion process.

    Receiving feedback from customers and employees.

    Solving, investigating, or escalating issues.

In June '23 promoted to Emergency Team Leader

Main responsibilities:

    Assume the shift's Team Leader role 1-3 shifts a week.
    As shift's TL, perform lv2 support rep. duties, supervise and manage the shift's workflow, making sure the work's done and the shift's goals are met in a timely and proper manner.
    Handle, resolve, or escalate refund requests, disputes, tech issues, etc. (calls, chats, e-mails)
    Advise the shift's crew in ambiguous, non-standard situations
Not interested in management positions.