Mikhieiev

ARTHUR MIKHIEIEV
CUSTOMER SUPPORT | SUPPORT QA | PAYMENTS OPERATIONS
Ukraine | +380 68 456 13 414 | [відкрити контакти](див. вище в блоці «контактна інформація»)
PROFESSIONAL SUMMARY
Customer Support and Support QA professional with approximately 3 years of experience across SaaS and iGaming. Experienced in high-volume live chat and email support, back-office operations, payment-related cases, agent coaching and manual product testing. Exposure to 30+ international and local payment methods, with hands-on use of Zendesk and Solidgate and experience with Jira and Confluence.
PROFESSIONAL EXPERIENCE
Confidential iGaming Company | [2022 — 2023]
Support Intern → Senior Customer Support Specialist · 18 months; promoted within approximately 1 year
Progressed from Support Intern to Senior Customer Support Specialist within approximately one year.
Handled approximately 200 live-chat conversations per day for international customers, covering account access, payments, verification, promotions and betting-related inquiries.
Used internal Back Office tools to review account and payment information; raised payment-provider tickets for missing or lost deposits and other payment issues.
Reviewed customer documents for account verification, escalated chargeback-related requests and reported suspected platform-rule violations to the relevant teams.
Worked with support KPIs including CSAT, QA scores, First Response Time and Average Handling Time; completed GDPR and customer-communication training.
OnlyApps | [2024 – 2026]
Customer Support Specialist → Support QA Specialist · 18 months total: 6 months Support, 12 months QA
Provided email support for SaaS products and handled high-volume queues, processing up to 400–500 emails during peak periods; many requests were resolved in a single interaction.
Used Solidgate to check payment statuses, process refunds and cancel subscriptions; managed customer cases through Zendesk.
Evaluated the work of 10–20 support agents in Zendesk, identified recurring mistakes and prepared QA reports for the Support Team Lead.
Held individual coaching sessions, reviewed complex cases, delivered training on new workflows and helped onboard new support agents.
Contributed to improvements in support workflows and internal tools by identifying recurring issues and highlighting team strengths and development areas.
Performed manual website testing against company checklists, documented whether functionality met requirements and reported discrepancies to developers.
CORE SKILLS
Customer Support: Live Chat, Email Support, Case Management, Customer Communication, Escalations, Back Office Operations
Payments: Payment Support, 30+ International and Local Payment Methods (cards, bank transfers, e-wallets, crypto and local methods), Transaction Status Checks, Missing Deposits, Refunds, Subscription Cancellations, Verification
Quality & Product: Support QA, QA Reporting, Agent Coaching, Onboarding, Workflow Improvement, Manual Website Testing, Checklist-Based Testing, Bug Reporting
Technical: Basic programming and scripting concepts, code-reading familiarity
TOOLS, METRICS & LANGUAGES
Tools: Zendesk, Solidgate, Jira, Confluence, Google Sheets, macOS, AI tools
Support metrics: CSAT, QA Score, First Response Time (FRT), Average Handling Time (AHT)
Languages: Ukrainian (Native), English (С1), Russian (Fluent)