Єлизавета

Yelyzaveta Sukiasian
Ukraine | [відкрити контакти](див. вище в блоці «контактна інформація») | [відкрити контакти](див. вище в блоці «контактна інформація»)

CUSTOMER TECHNICAL SUPPORT SPECIALIST L1/L2 | LEAD GENERATOR
SUMMARY
I am a Customer Technical Support Specialist and Lead Generation Specialist with 3+ years of experience in B2B and B2C
environments. Proven expertise in providing L1/L2 technical support for proxy infrastructure, coupled with full-cycle client
engagement. Skilled in guiding customers through their entire journey—from product discovery and needs assessment to
negotiating custom pricing and ensuring long-term retention. A team player with a strong focus on adhering to CSAT and
SLAs, internal procedures, and resolving complex inquiries. Passionate about delivering exceptional customer experiences
and eager to further develop at the intersection of technical support and client relations.

SKILLS
L1/L2 Support & Incident Managment
Ticket and CRM management
Sales and attracting new customers
Technical account Managment
TCP/IP & Proxy configuration (IPv4/IPv6)
AI Automation & Jira/Intercom
Languages: English – Intermediate (B2), Ukrainian – Native, Russian – C2

EXPERIENCE
Customer Support Representative 01/2026 –Present
Uniwell – Ukraine (Remote)
L1/L2 Support for Uniwell's website and three applications. Provided comprehensive assistance to clients, ensuring prompt
issue resolution and guiding users through all stages of interacting with the company's products.

● Managed user inquiries regarding the functionality of the website and the three apps. Resolved technical issues and
answered questions related to both the applications and the company's products.
● Effectively handled escalations, conflicts, and non-standard situations. Processed refund requests and managed
chargebacks.
● Checked, verified, and confirmed the success of payments made by customers across various payment systems.
● Communicated closely with other company departments, particularly the Billing department, to ensure prompt
escalation and resolution of complex customer issues.
● Strictly adhered to established KPIs, maintained consistently high Customer Satisfaction (CSAT) scores, and
strictly followed all internal company regulations and procedures.

Technologies: Zendesk, CRM, Solidgate, Confluence, Connecteam.

Senior Technical Support Specialist (L1/L2) 02/2024 –01/2026
Proxy Seller – Ukraine (Remote)
L1/L2 support work related to proxy infrastructure and a large-scale web platform. The role involved providing
comprehensive assistance to customers with all queries, advising on products and services, and persuading them to make
purchases. Resolving technical issues directly and through interaction with other departments.

● Connect with customers worldwide via live chat and ticketing;
● Handling complaints and objections, processing refunds and handling chargebacks;
● Resolving technical issues for customers, connecting via Anydesk and assisting with setup, advising on general
questions about the website and products, registering requests;

● Sales development (Upsell): Identifying customer needs during technical consultations and successfully offering
additional company products to increase sales;
● Monitoring and compliance with SLA and Ticket Volume indicators to optimise work processes and ensure timely
customer support;
● Assistance to clients with account verification, KYC verification, verification of payments made using various
payment methods

Technologies: Intercom, CRM, Zoho knowledge base, Jira.

Lead Generator | Sales Manager 04/2025 – 12/2025
NDA – Ukraine (Remote)
Implemented comprehensive sales and lead generation strategies, focusing on prospecting and sales management, strictly
adhering to LTV and CSAT metrics. Actively drove revenue growth by actively engaging new customers, increasing sales,
and retaining customers. Offered personalised solutions and identified opportunities to increase product value for each
customer.

● Conducted active searches for potential clients, initiating initial contact through cold emails and chats.;
● Discussion of personalized pricing and tariffs to retain clients and agree to long-term cooperation and use of the
service;
● Monitored SR and customer feedback to ensure high service quality and brand loyalty
● B2B sales, cooperation with companies and support for enterprise clients
● Handled negotiations, addressed objections, and guided clients through the sales funnel to successful conversion;
● Analyzed customer needs to offer relevant product upgrades, contributing to overall company revenue growth.

Technologies: CRM, Jira, knowledge base.

Sales Associate 11/2022 – 09/2023
LPP – Ukraine (On-site)
Provided exceptional customer service in a busy retail environment, identifying individual needs and offering expert product
advice to drive sales. Focused on achieving individual and team KPIs. Maintained high standards of visual merchandising
and assisted with inventory management to ensure optimal product presentation. Ensured a smooth shopping experience by
managing the POS system and resolving customer inquiries with a high level of professionalism and efficiency. Performing
manual testing of API endpoints, verifying actual results against expected behavior;

● Provided expert product advice and personalized styling recommendations to enhance the shopping experience and
drive sales.;
● Met and exceeded individual sales goals by actively applying Upselling and Cross-selling techniques at the point of
sale.;
● Maintained documentation of completed sales.

Technologies: POS system, CRM.

EDUCATION
Bachelor's degree, Translation 09/2022 – 05/2026
Mykhailo Ostrohradskyi Kremenchuk National University

Philology
Borys Grinchenko Kyiv Metropolitan University
Participated in preparatory university courses at Boris Grinchenko University