Roman

Roman Boiko
L2 Technical Support / Team Lead | Remote
Vinnytsia • Telegram: @romanrobotasearch

Summary
L2 technical support for an online game (global audience). Live chat: 30-50 tickets/day, peak up to 250/day
(personal). First response 5-7 seconds, average chat 8-10 minutes. Issue reproduction (pre-test/repro) and
confirmed bug escalation to Dev and QA. Operations improvements: 100+ macros/scripts, 40+ knowledge base
articles, CSAT 5/5, and 90%+ dialog quality (monthly AI audit).

Core skills

Support & Tech Operations & Leadership
• Live chat support, L2 triage, SLA-driven work (FRT, • Escalation to Dev and QA; fix tracking and status
time-to-resolve). follow-up in Trello.
• Issue reproduction (pre-test/repro), bug reporting, • Team Lead: shift/workload planning (4 agents),
incident prioritization. dialog quality control.
• SSH/logs: searching and collecting data for incident • New hire onboarding; handling escalations and
analysis and user issue resolution. complex cases.
• AnyDesk remote assistance: connect, configure, resolve • Community: moderation, replies, announcements,
issues, provide a short report. release notes, update rollouts.

Tools: custom ticket system, Jivo, Bitrix24, Trello, Notion, Slack, Google Workspace.
Languages: RU, UA, EN communication; English A2 (written support with translation tools).

Experience
L2 Technical Support Specialist, Online Game (Remote) Jan 2023 - Jul 28, 2025
• Real-time live chat support: 30-50 tickets/day, peak up to 250/day (personal).
• Diagnostics: context collection, pre-test/repro, dev-ready problem description.
• Confirmed bug escalation to Dev and QA; task tracking in Trello until fix.
• Status/timeline updates to customers; final confirmation after resolution.
Team Lead (Technical Support) -> Community Manager (Promotion), Jul 28, 2025 - Sep 1, 2025
Online Game (Remote)
• Shift/workload planning (4 agents), dialog quality control, new hire onboarding.
• Metrics reporting and continuous improvement; handling escalations and complex cases.
• Community (Discord, Telegram, forums, social media, in-game): moderation, replies, announcements, release
notes, update rollouts.
• Bug/feedback collection and coordination with Support/QA on statuses and priorities.

Key achievements
• Team FRT: from 30-60 seconds to <10 seconds. • CSAT (1-5 stars): from ~3-4 to 5/5 (team average).
• • Dialog quality: 90%+ based on monthly AI audits (0-100
100+ macros/scripts for common questions (Notion + chat
platform). scoring).
• Knowledge base: 40+ articles (players + support team).