Position: Customer Support Manager
Category: Support
English level: fluent
Years of experience: 5

I am a results-oriented person who has been consistently praised as focused and dedicated by my coworkers and management. Over the course of my career, I have developed the skills directly relevant to the Customer Support position, including strong communication skills, multitasking, and customer satisfaction. 

Overall, I have consistently demonstrated and proved to be an organized, communicative, and motivated individual in every aspect.
Takeoff Technologies, Inc.       September 2020 — March 2023

Technical Support Manager

    - Leading a team of 6 people and making sure that they have everything that they need in order to provide 24 hours technical support along with other 6 agents and a manager
    - Gathering data from varios resources regarding performance, comminication and working discipline in order to analyze it and make correspondent conclusions
    - Develop and maintain various processes and documents such as scheduling, onboarding, overtimes, PTOs etc. 

Takeoff Technologies, Inc.       August 2019 — September 2020

Technical Customer Support Representative

    - Provide frontline client technical support - understand the issue, reassure the customer, providing solutions, communicate with developers, and report on the resolution;
    - Contribute to documentation for client training and troubleshooting;
    - Work cross-functionally with Product, Technology, and Operations teams to continually improve performance and enable growth;
    - Gather required information from clients and escalate issues to other internal resources according to the predefined process as required;

Support Your App                   November 2018 — March 2019

Customer Support Representative

-Resolving basic to complex support issues for customer inquiries received via omnichannel support (emails, live
chat, and calls);
-Becoming a product expert and providing documentation updates to our knowledge base;
-Ensuring customers' satisfaction;
-Communicating with developers from various IT-companies


Nextiva Ukraine                             October 2017 — March 2018

Customer support representative

-Assisting new customers with initial set up of their phone system accounts
-Configuring Nextiva’s unified communications product features
-Accurately answer a variety of technical questions about Nextiva’s services
-Answer customer questions via Nextiva Online Chat Support.
-Work to meet and exceed a set of daily metrics
-Manage difficult customer interactions

Lucky Talky                            September 2016 — October 2017

Support Team Member

-Interactions with customers via Chat, Phone, Messaging system.
-Help in solving issues that appear along with the working proces
-Communication with English Native Speakers as well as with English Second Language Speakers.
I would prefer to find a remote job, related to a technical support role. However, don't mind working at the office as well.