Position: L1/L2 Customer/Technical Support
Category: Support
English level: fluent
Years of experience: 4


A fluent English speaker (C1-C2) with several years of experience providing customer/technical support for my companies' products to international clients. Some of the projects I have worked on in the past: a professional high-performance trading platform; a mobile game with millions of daily players. My typical day-to-day activities were:

- Acting as the main POC (point of contact) for all production customers regarding the product, including bugs, product functionality, and requests for changes; 
- Responding to inquiries incoming via various channels (email, phone, forum, chat etc.);
- Owning, troubleshooting and solving customer technical issues. Identifying cases that require escalation;
- Identifying bugs and common incidents, finding ways to reproduce, working closely with the development team, reporting incidents and creating tasks in a task tracker (Jira);
- Monitoring product releases, handling issues (critical bugs, mass issues) after releases;
- Proactively using customer feedback to let the product and development team know what features users want to see. Helping prioritize tasks for future releases, serving as a bridge between product development and customers;
- Optimizing internal workflow: identifying typical repetitive tasks, finding ways to simplify them. Replacing outdated procedures.

Skills and qualities:
- Some knowledge of capital and derivatives markets (stocks, futures);
- Analytical thinking with the ability to solve problems and develop solutions;
- Very fast learner eager to delve into new technologies and all aspects of a job;
- Ready to be useful right off the bat, with little time to adjust.
- Friendly team member;
- Pre-intermediate Spanish and French (enough to read and understand a user request, and provide a basic response);
 - Currently I'm working on improving my Linux/Unix competence.
To put my experience to good use and help a company increase the value of its products. To work long-term in a project that challenges me technically and requires gaining new tech skills.
Currently, I'm looking for a position of a L2-L3 Technical Support, possibly junior DevOps if the company is willing to invest time into training. 
It would be lovely if the job required learning to code and using a language/technology a project is written in.