Сергій

SERHII TKACHENKO
Technical Customer Support Specialist

DETAILS PROFILE
Phone: Customer-focused support professional with nearly 10 years of
[відкрити контакти](див. вище в блоці «контактна інформація») experience in high-volume customer care and community support,
Email: including ownership of complex technical customer issues,
[відкрити контакти](див. вище в блоці «контактна інформація») complemented by 5+ years of hands-on Quality Assurance
LinkedIn: experience. Skilled in investigating technical problems, escalating
[відкрити контакти](див. вище в блоці «контактна інформація») customer-impacting issues to development teams, and facilitating
tkachenko-b3614723 resolution. Strong technical foundation in SQL queries, API
workflows, backend logs, root cause analysis, documentation, and
SKILLS clear written communication.

Technical Customer Support EMPLOYMENT HISTORY
Issue Escalation & Follow-Up
SQL Querying Community Manager (High Volume Support), Plarium Ltd.
April 2013 - December 2020
API Workflows
• Managed high-volume customer requests through Helpdesk
Technical Documentation
and social networks, taking end-to-end ownership of complex
High-Volume Ticket
gameplay, billing, and technical issues and providing clear,
Management
relevant responses.
Root Cause Analysis
• Investigated recurring customer and technical issues,
Cross-Functional
documented trends, and escalated product bugs to
Collaboration
development teams for further investigation while maintaining
Attention to Detail ownership of the customer experience.
• Handled frustrated users calmly and professionally, using clear
LANGUAGES
communication, empathy, and expectation setting to de-escalate
English (C1) issues and support customer retention.
Ukrainian (Native)
Customer Care Agent, Gameloft
September 2010 - April 2013
COURSES
• Managed a high-volume queue of customer support emails in
QA Basics English and Russian, providing clear, accurate, and timely
SnoopGame QA (Sep 2020 - written responses without sacrificing service quality.
Dec 2022) • Diagnosed and resolved complex user issues, communicating
PHP next steps clearly, setting expectations, and maintaining a
Source IT (Nov 2018 - Jan customer-focused experience.
2019)

Quality Assurance Engineer, AUTODOC
May 2021 - Present

• Investigate customer-impacting, production-risk issues across
distributed systems using backend logs, SQL queries, and API
workflows to identify root causes and support resolution.
• Collaborate closely with cross-functional development teams on
complex technical issues, facilitating resolution and acting as a
technical advocate for the end-user experience.
• Document edge cases, operational gaps, and unique resolutions
in detail, creating reusable technical learnings/tools that
improve team efficiency and consistent issue handling.

QA Engineer & QA Trainee, SnoopGame QA
December 2020 - May 2021

• Executed functional testing across diverse software projects,
quickly mastering new internal systems and environments.
• Maintained comprehensive technical documentation and
rigorously verified developer fixes with strong attention to
detail.

Translator, Zorya
September 2007 - August 2010

• Translated technical documentation from English to Russian and
Ukrainian, ensuring complex concepts were communicated
simply and accurately.

EDUCATION

Bachelor of Journalism, V. N. Karazin Kharkiv National
University, Kharkiv
November 2006 - August 2011

Bachelor of En-Ru Translation, Kharkiv Institute of Ecology
and Social Protection, Kharkiv
November 2000 - November 2005