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


5 years experience in Customer support field

Abuse & Billing representative
THG Hosting
•	Providing effective communication with clients in order to ensure the abuse/billing matters are resolved;
•	Verification of new customers (billing information accuracy and revising errors)
•	Dealing with different types of abuse claims (DMCA, SPAM, DDoS, phishing, etc.) and resolving them accordingly;
•	Shutting down/ turning on clients’ services;
•	Working with several CRM systems;
•	Collaborating with other departments to cater customer needs;
•	Evaluating, analysing and verifying dates of service and billed amounts;
•	Cooperating with external resources in order to keep the network safe from abusive behavior;
•	Verifying billing information accuracy and revising errors.

Supervisor Assistant
Wentrum
•	Monitoring the workload coverage, efficient task division between support agents;
•	Helping support agents with difficult cases;
•	Maintaining and controlling the discipline on the shifts;
•	Motivating support agents on the shift with the purpose of covering a workload and encouraging positive working atmosphere. 
VIP Customer Manager
•	Personal VIP client manager, who provides assistance to well-paid segment of clients and handling any customers' requests during the whole process of cooperation.
	
Customer Service Representative
Wentrum, Lviv
•	Support and provide superior service via phone, e-mail, messages and chat;
•	Handle and resolve customer complaints;
•	Process orders and applications, identify and escalate priority issues;