Position: Customer Support Agent, L1 engineer
Category: Support
English level: fluent
Years of experience: 3

In a short period of time, I achieved high performance (first response time - 12 seconds) and received high ratings of my work from users. From the position of support specialist, I grew to head of SMM in a couple of months, continuing to develop partially in support and working on the creation and development of the company's social networks. My superpower is to quickly understand the specifics of a product or company and get involved in processes, if remote communication in the team is perfectly established. I have a good eye for details, which helps me achieve success in my work and improve the service and product
Working with incoming calls (approx 20-25 per agent), tickets (approx. 95 responses per shift), explaining to customer about the loyalty program at gas stations.
Solving complex problems (transaction, account set up helping, adjusting rewards, through Command Center etc.).
Escalating of tech problems to L2, describing and accompanying tasks, and bugs using Jira.
Monitoring first response time according to SLA.
Solving financial, technical, content etc., requests.
Resolving issues (tickets) related to order delivery, product quality and other customer problems.
Solving complex and stressful situations, resolving conflicts, finding solutions that are beneficial to the company and the customer.

Work experience in Freshdesk, Freshchat, Intercom, Command Center,  Jira, Solidgate, Sendios, Notion, You Track (basic), Jira, Office etc.
It will probably be difficult for me to work with a product or company that is related to medical equipment, crypto, etc. If the company has a blurred political position regarding the russian war in Ukraine.