Contact information

You can get this candidate's contact information from https://www.work.ua/resumes/20299437/

Work experience

Customer support representative

from 01.2024 to 08.2026 (2 years 8 months)
Webport Technology, Вінниця (IT)

Responsibilities:
- Helped users on Tier 1 and Tier 2 support lines across crypto and e-commerce projects.
- Solved tricky user issues: checked trade orders, wallet balances, account verification, and stuck deposits or withdrawals.
- Checked system behavior and API responses to see if the issue was an end-user mistake or a real system bug.
- Helped coordinate support workflows and wrote step-by-step guides for common user questions and edge cases.

Key Achievements:
- Built an internal Knowledge Base (Confluence) from scratch, which helped onboard new team members much faster.
- Mentored junior support specialists, helping the team answer faster and maintain a consistent support quality.
- Kept a high CSAT by explaining complex crypto and financial steps in clear, simple language.

Knowledge and skills

• Tier 1 Support
• Tier 2 Support
• Technical Support
• Customer Support
• Ticket Queue Management
• SLA Management
• CSAT Optimization
• Issue Escalation
• Fintech
• Crypto Platforms
• Account & Transaction Audits
• Transaction Verification
• Trading Verification
• Refound Processing
• API Testing tools
• Development Tools
• Root-Cause Analysis
• Bug Reporting
• Troubleshooting
• Log Inspection
• Jira
• Confluence
• Trello
• Documentation Management
• Knowledg Base Creation
• Customer Care
• De-escalatin & Conflict Resolution
• Team Mentoring
• Cross-Functional Collaboration
• English Advansed
• Ukraine Native