Position: Senior Customer Support manager, Technical Writer, Junior cybersecurity analyst
Category: Support
English level: fluent
Years of experience: 11


With over 11 years of experience in supporting customers and products, I am passionate about finding creative solutions, improving processes, and building a healthy working atmosphere as well as contributing to product improvement. I currently work as a Senior Customer Support Manager at Easygenerator, an online e-learning platform that empowers anyone to create engaging courses and assessments.
I would prefer to switch from customer support and start a new path

Senior Customer Support Manager
Easygenerator - 3 yrs 11 mos
- supporting customers via online chat and video calls, quickly resolving issues, or providing appropriate alternatives
- app manual testing, reporting issues via the ticketing system
- updating Help Site with new features description
- onboarding sessions for customers
- knowledge sharing with the team
- supporting the team members when they have complicated tasks or questions 
- preparing knowledge base
- reviewing the team metrics in order to find improvement ideas
- diving into technical specifics of some use cases
- constant contact with product, qa, design and development teams
- deploying updated localization of the app- supporting customers via online chat and video calls, quickly resolving the issues, or providing appropriate alternatives 
- app manual testing, reporting issues via the ticketing system 
- updating Help Site with new features description - onboarding sessions for customers 
- knowledge sharing with the team - supporting the team members when they have complicated tasks or questions 
- preparing knowledge base - reviewing the team metrics in order to find improvement ideas 
- diving into technical specifics of some use cases - constant contact with the product, QA, design, and development teams 
- deploying updated localization of the app

Technical Writer
Viseven - 9 months

Google Waze - 6 yrs 7 mos
Customer Support Specialist and Crisis Response Coordinator
Key responsibilities:
- communication with private and government organizations around the world to gain necessary information about crisis events,
- analysis and classification of news, mass media and reports to find a potential crisis,
- organization of working process of the team,
- quality control and development of evaluation systems,
- Manual testing of mobile app
- arrangement of presentations, meetings, and team trainings,
- creating instructions and workflows and updating technical documentation,
- updating the Waze map.