Євгеній

Evgeniy
Vishniakov
Customer Support Specialist
(1st & 2nd Line Support | Risk & Anti-Fraud | KYC)

SUMMARY:
Customer Support Specialist in iGaming with experience in 1st and 2nd
Line Support, along with growing expertise in Risk Operations. Skilled in
KYC verification, account reviews, bonus wagering, withdrawals, and Risk-
related cases. Experienced with CRM systems, internal tools, and handling
non-standard customer queries.

CONTACT EXPERIENCE
[відкрити контакти](див. вище в блоці «контактна інформація»)
1st & 2nd Line Support & Junior Risk
Ukraine, Chernihiv
VELIBC (iGaming)| 2025 — Present
[відкрити контакти](див. вище в блоці «контактна інформація»)
Telegram: E_Vish
Customer Support

HARD SKILLS: Handle customer inquiries across 1st and 2nd line support.
Handle customer chats in multiple languages, including English,
- CRM & Ticketing Systems — Jira, Zoho,
etc.; French, Danish, Bengali, and Lingala, using translation tools when
- Live Chat & Email Support; required.
- MS Office & Google Workspace — Excel, Investigate complex and non-standard customer cases.
Word, Google Docs, Sheets; Work with CRM and internal company systems.
- Remote Communication Tools — Slack,
Zoom, Telegram, etc; Risk & Anti-Fraud
- Written & Verbal Communication; Review and analyze user accounts in accordance with internal Risk
- KYC & Identity Verification — Identomat; procedures.
Review bonus wagering requirements and verify whether bonus
SOFT SKILLS: conditions have been properly fulfilled.
- Communication Skills; Analyze user activity and transactions to identify potentially risky
- Adaptability & Flexibility; situations.
- Problem-Solving; Handle cases related to account restrictions and account blocking.
- Teamwork; Review and process cases related to fund confiscation in accordance
- Time Management; with internal policies.
- Active Learning; Review and process withdrawal requests.
Escalate complex and disputed cases to the appropriate departments
LANGUAGE: for further investigation.
- English (B1); Collaborate with Support, Risk, and other internal teams to resolve
- Ukrainian (native); non-standard cases.
- Russian (native);
KYC & Account Verification

Perform KYC checks and verify that account information matches the
EDUCATION details provided in identity documents.
T.H. Shevchenko National University Review account information and user data in accordance with internal
"Chernihiv Colehium" 2009 - 2014 KYC procedures.
Follow internal Risk, KYC, and customer support policies and
Faculty of Physical Education
procedures.