Конбутаєв

SHAMIL
KONBUTAIEV
TECHNICAL SUPPORT & OPERATIONS SPECIALIST
Technical Support and Operations specialist with experience in SaaS products, customer
support, and cross-functional communication. Experienced in handling customer issues,
support escalations, operational coordination, and collaboration with technical teams in fast-
paced environments. Familiar with Jira, Confluence, CRM systems, SLA monitoring, and Agile-
oriented workflows.

EXPERIENCE
Customer Support Specialist
Carewise
2023-Present

Coordinated operational and product-related activities for SaaS and internal technical
[відкрити контакти](див. вище в блоці «контактна інформація»)
projects
Worked closely with cross-functional teams including support, QA, developers, and
[відкрити контакти](див. вище в блоці «контактна інформація») operations specialists
Assisted with backlog refinement, task prioritization, and release coordination in
Location: Remote / Ukraine (Kyiv) Agile/Scrum environment
Participated in process optimization initiatives and internal workflow improvements
Supported issue tracking, escalation handling, and communication between technical
SKILLS and non-technical teams

Project Coordination Collected and analyzed user feedback to support product and operational decisions
Monitored SLA, CSAT, and operational performance metrics
Backlog Refinement
Worked with Jira, Confluence, Notion, and communication platforms for daily
Scope & Requirement Management
coordination and reporting
Team Coordination
Gradually transitioned from Customer Support responsibilities into Junior Project
Customer Support (Email/Live Chat/Calls)
Management and operational coordination
Billing & Payments (Subscriptions, Refunds,
CUSTOMER SUPPORT AGENT
Chargebacks)
Customer Retention & Churn Awareness FranPOS
Task Prioritization 2022-2023
Technical troubleshooting (login issues,
Provided technical and customer support for franchise and multi-
uploads, bugs)
Adaptability location businesses using the franPOS system
Analytical Thinking Handled incoming calls and tickets related to system issues,
configuration, and daily operations
Supported hardware-related issues, including:
EDUCATION
receipt printers
CHERKASY NATIONAL
check printing
UNIVERSITY OF BOHDAN POS devices and peripherals
KHMELNYTSKIY, CHERKASY Helped merchants resolve payment and transaction-related
035 “Philology” Germanic languages - questions
first language - English.
Guided users through system settings, updates, and workflows
2018-2022 Worked with multiple franchise locations, each with different
configurations and business needs

TOOLS
LANGUAGE Emulator Genymotion
ZohoCRMSystem, Notion
Ukrainian - Native speaker Microsoft Teams Zendesk Miro
Russian - Bilingual speaker Anydesk, Freshdesk
English - Upper-Intermediate / TeamViewer Intercom
Advanced Slack Jira
Canva Confluence