Seehii

Serhii Keriz
Customer Care / Technical Support Specialist (IT/Hosting)
Vinnytsia, Ukraine | Remote Preferred
[відкрити контакти](див. вище в блоці «контактна інформація») | [відкрити контакти](див. вище в блоці «контактна інформація») | LinkedIn: [відкрити контакти](див. вище в блоці «контактна інформація») |
GitHub: https://github.com/Serhii-codes/hook

Summary

Customer-oriented Senior Customer Support Specialist with over 10 years of experience in
IT hosting (VPS, dedicated servers, storage solutions). Proven expertise in high-volume
multi-channel support, customer retention, churn analysis, and technical issue resolution
while maintaining consistent 5/5 customer satisfaction.

Specialized in win-back activities, solution consulting, process optimization, and workflow
automation. Successfully reduced average response time to 4–6 minutes through systematic
improvements. Experienced in mentoring new team members, onboarding, knowledge
sharing, and close collaboration with development and product teams. Strong technical
background in Linux environments, billing systems, and automation tools. English B2
(Upper-Intermediate, actively improving).

Core Skills

Customer Care & Retention

● High-volume ticket management (~1200 requests/month)
● Churn analysis and customer win-back strategies
● Complaint de-escalation and retention initiatives
● Solution consulting & server recommendations
● Customer feedback collection and process improvement

Technical Support

● Linux-based hosting (VPS, Dedicated Servers, Storage)
● Server diagnostics, provisioning, monitoring and troubleshooting
● Log analysis, root cause identification
● Fraud detection and client verification
● Basic network troubleshooting

Process & Automation

● Workflow automation (n8n, Docker Compose, Python)
● Internal process optimization and SLA improvement
● Mentoring & onboarding of new team members
● Cross-functional collaboration with Development team

Tools & Systems

● Ticketing systems (Zendesk-like, Helpcrunch)

● WHMCS (full billing lifecycle, fraud rules, suspensions)
● Slack, Matrix, Confluence
● Keeper, Okta, Google Workspace, Bitwarden
● GitLab, n8n, Docker

Professional Experience

Senior Customer / Technical Support Specialist (Hosting / VPS / Dedicated Servers)

FASTVPS Ukraine

May 2015 — January 2026 | Vinnytsia, Ukraine (Remote-capable)

● Managed high-volume customer support (~1200 inquiries per month) across tickets,
live chat, email, and phone while consistently achieving 5/5 customer satisfaction
ratings.
● Conducted in-depth churn analysis for customers canceling VPS, dedicated servers,
and storage services. Performed root cause investigation, proposed tailored
solutions, offered discounts, and successfully retained a significant portion of at-risk
clients by demonstrating value and quick problem resolution.
● Provided expert solution consulting — analyzed client project requirements and
recommended optimal server configurations by comparing internal offerings with
competitor solutions.
● Reduced department average first response time to 4–6 minutes through
optimization of ticket queues, internal workflows, and systematic checks.
● Actively participated in product development: tested new features and proprietary
control panel, reported bugs via GitLab, and collaborated with developers on
improvements and new VPS/server offerings.
● Mentored new team members through onboarding, shared best practices, and
conducted internal knowledge-sharing sessions on handling complex cases and new
services.
● Processed payment disputes, chargebacks (PayPal, 2Checkout), legal requests, and
coordinated with upstream providers (Hetzner, Namecheap).
● Automated internal notifications, monitoring, and routine tasks using self-hosted n8n
workflows (Docker Compose) and basic Python scripting.
● Created customer email campaigns and newsletters, reviewed technical
documentation, and supported the implementation of new products.

Project Manager (E-commerce Operations & Customer Support)

Bombaraketa.com.ua

May 2014 — March 2015 | Vinnytsia, Ukraine

● Managed full cycle of customer orders, deliveries, payments, and inquiries.
● Analyzed sales data, advertising performance, and website usability to enhance
customer experience.

Account Manager (Client Support & Sales)

RIA Allegro

September 2012 — April 2014 | Vinnytsia, Ukraine

● Delivered customer support and conducted client negotiations via phone and email.

Education

Ternopil National Economic University

Master’s Degree in Documentation and Information Activity

2008 — 2011

Additional Technical Skills

● Python (basics for internal tools and automation)
● API integration and investigation
● Workflow automation (n8n + Docker Compose)

Languages

● English — B2 (Upper-Intermediate, daily written & spoken customer communication,
actively improving)
● Ukrainian — Native
● Russian — Fluent