Ігор

IHOR NOVIKOV
PERSONAL INFO

✉ [відкрити контакти](див. вище в блоці «контактна інформація»)
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CUSTOMER SUPPORT REPRESENTATIVE

HARD SKILLS SUMMARY

Technical Troubleshooting Expert Highly effective Customer Support Specialist with over 4 years of hands-on experience
providing technical support in the web hosting and domain management industry. Proven
Customer Communication Expert track record of handling high-volume tickets and live chats while maintaining high CSAT
ratings. Expert in DNS configurations, domain lifecycle troubleshooting, and issue resolution.
Domain & DNS Config Expert
Leverages strong technical acumen and customer-centric focus to excel in a Customer
Ticketing & Live Chat Expert Support Representative role.

SDLC & QA Methodology Basic
WORK EXPERIENCE
SQL, HTML, CSS, Git Basic CS Representative (Domains Dept) Sep 2025 – Sep 2026
Spaceship (Remote)

SOFT SKILLS Consulted users on domain registration, domain transfers, renewal policies, and TLD-specific
lifecycle requirements.
Time Management Expert Diagnosed and resolved complex technical issues regarding DNS records (A, CNAME, MX,
TXT), WHOIS privacy, and SSL/DNSSEC setups.
Multitasking Expert
Handled incoming customer inquiries via Live Chat and Ticketing systems, ensuring
compliance with strict SLA and CSAT benchmarks.
Attention to Detail Expert
Collaborated with technical Tier-2 teams to escalate critical domain infrastructure bugs and
Decision-Making Good account security issues.

Cross-functional Collaboration Good
Customer Support Specialist Oct 2022 – Aug 2025
Namecheap (Remote)
Problem-Solving Good
Provided multi-channel technical support and product guidance across web hosting, domain
Conflict Resolution Good name services, and web tools.
Assisted clients with service installation, domain propagation checks, name server updates,
and email authentication setup.
LANGUAGES
Maintained a consistently high satisfaction rating by resolving client inquiries efficiently during
Ukrainian Native high-volume chat sessions.

English B1+ Contributed to knowledge base articles and internal documentation for new team member
onboarding.

Sales Manager Sep 2018 – Dec 2021
Epicenter K, Kharkiv
Consulted retail clients on product specifications, availability, and optimal purchasing choices.
Managed product positioning, accurate labeling, price updates, and inventory tracking across
department zones.

EDUCATION
PhD in Industrial Machinery Engineering Oct 2025 – Present
Sumy National Agrarian University

Master's Degree Sep 2012 – Jun 2018
National Technical University 'Kharkiv Polytechnic Institute'

COURSES & CERTIFICATIONS

Test Automation Laboratory (EPAM) Nov 2021 – Jan 2022

Test Automation Online Program (EPAM) Aug 2021 – Oct 2021

Fundamentals of Software Testing (QATestLab) May 2021 – Jun 2021