Роман

ROMAN BOIKO
Technical Support (L2) / Team Lead — Remote
👤
PHOTO

EDUCATION

Technical Support Specialist (L2) and Kyiv University of Culture
Team Lead with experience in an
Bachelor’s in Management, Kyiv | 2017 – 2020
online game with a global audience.
Live chat: 30-50 tickets/day, peak up
to 250. First response in 5-7 sec,
average dialogue 8-10 min. EXPERIENCE
Repro/pre-test, escalating bugs to
Dev and QA. Built 100+ macros/scripts Team Lead (Technical Support) → Community Manager
and a 40+ article knowledge base. (Promotion)
Team Lead: shift planning, quality
Online Game (Remote) | 07.28.2025 – 09.01.2025
control, onboarding new hires.
Planned shifts and workload for a team of 4 agents, monitored dialogue
Open to adjacent roles in product/
operations: quick learner, comfortable quality, onboarded new hires
with a heavy workload.
Analyzed metrics, built improvement plans, handled complex cases and
SKILLS escalations

Community management (Discord, Telegram, forum, in-game):
SUPPORT
moderation, news, release notes, feedback collection
Live Chat L2 Triage

Technical Support Specialist (L2)
SLA / FRT Repro / Pre-test
Online Game (Remote) | 01.2023 – 07.28.2025

Bug Reporting SSH / Logs Live chat support: 30-50 tickets/day, peak up to 250/day personally
handled
AnyDesk Team Lead
Repro/pre-test, wrote dev-ready problem descriptions, escalated bugs to
TOOLS Dev and QA

Trello Jivo Bitrix24 Tracked tasks in Trello through to fix, communicated status updates and
final verification
Notion Slack

Google Workspace ACHIEVEMENTS
AI
Team FRT: reduced from 30-60 seconds to <10 seconds
Claude AI ChatGPT
100+ macros/scripts for frequent questions (Notion + chat platform)

CONTACT Knowledge base: 40+ articles for players and support

CSAT: grew from ~3-4 to 5/5 (team average)
📍 Vinnytsia (Remote)
Dialogue quality: 90%+ per monthly AI audit
✉ Telegram: @romanrobotasearch

LANGUAGES

Ukrainian Russian

English — A2