Denys

Denys Usachov
Support Agent

Personal Info Objective

[відкрити контакти](див. вище в блоці «контактна інформація») Experienced Support agent with 8+ years of experience supporting
customers and users across SaaS, software, e-commerce, travel, and
[відкрити контакти](див. вище в блоці «контактна інформація»)
technology environments. Strong background in technical troubleshooting,
Kyiv customer communication, issue investigation, QA, bug reproduction, and
cross-functional collaboration.

Education
Seeking a Customer Support Manager or Technical Support Manager
MASTER (Managment) position where I can leverage my extensive support experience, technical
European University understanding, problem-solving skills, and cross-functional experience to
deliver high-quality customer support and contribute to business success.
Skills
Expected salary: $1,350 per month
Confluence

JIRA
Work Experience
Salesforce
Technical Support Representative, Trackimo
January 2025 - September 2026
Zendesk
IoT company developing GPS tracking devices, mobile applications, and
Intercome real-time location tracking solutions.
[відкрити контакти](див. вище в блоці «контактна інформація»)
Freshdesk

● Managed web and app user requests in Freshdesk;
Languages ● Escalated user issues to the development team;
● Collaborated with cross-functional teams to identify and address
English - Fluent
customer issues;
● Handled refund disputes and chargebacks.

Around 50% of my working time was dedicated to handling customer
inquiries via chat and email. The remaining time was devoted to various
tasks, such as testing, handling chargebacks, creating bug reports and
development tasks, and completing other tasks assigned by my manager.

Technical Support Specialist, Turnitin
April 2020 - October 2024
(Termination of contract due to the shutdown of the product I worked on)
Turnitin (Turnitin is a web-based plagiarism detection software that is used
primarily in academic settings to promote originality and integrity in
students' work.) https://www.turnitin.com/

● Resolved basic to complex support issues received primarily via email,
with occasional Zoom calls and live chat;
● Worked with JIRA and Confluence, Zendesk, and Salesforce;
● Communicated with developers and other departments while
investigating client cases created and reported in JIRA;
● Coordinated closely with Engineering and Product Management on
product issues and releases;
● Assisted with the translation, maintenance, and updating of technical
documentation related to the product line;
● Conducted QA by investigating and reproducing client issues.

Customer Support Specialist, Nustay
April 2019 - March 2020
(Termination of contract due to the COVID-19 pandemic)
Nustay (Danish Software product company that is determined to
revolutionize the online hotel booking industry)
https://jobs.dou.ua/companies/nustay-com/

● Provided support to clients across all communication channels, including
phone and email;
● Analyzed and resolved customer issues, including technical, payment, and
product-related problems;
● Processed bookings and refunds.