Kostiantyn

Контактна інформація

Шукач вказав телефон , ел. пошту та LinkedIn.

Отримати контакти цього кандидата можна на сторінці https://www.work.ua/resumes/3305754

Досвід роботи

Technical Support Team Lead

з 04.2022 по нині (2 роки 1 місяць)
GlenFlow, Варшава (IT)

Duties covered:
- handling complex client issues, involving the appropriate technical personnel, defining work plans and deadlines, and maintaining customer communication until the issue is resolved and confirmed by the customer
- monitoring and categorizing incidents, as well as identifying underlying problems
- identifying recurring technical issues and escalating them to the development team by creating tickets based on incoming support requests
- consistently tracking the progress of support tickets to meet client timelines and expectations
- creating, implementing, and continuously improving process documentation for the technical support team
- maintaining communication with key stakeholders
- monitoring support team metrics

Chief Support Manager

з 06.2019 по 12.2019 (6 місяців)
Partida Services OÜ, Kharkiv (IT)

Duties covered:
- leading and managing a team of technical support specialists and help desk technicians
- prioritizing issues and initiating escalations when required
- delegating tasks to technical support specialists
- analyzing and examining logs to develop solutions
- conducting follow-ups with customers to assess their satisfaction with issue resolution
- identifying problem areas within technical support (e.g., negative trends) and implementing corrective actions

Technical Support Representative

з 03.2018 по 06.2019 (1 рік 3 місяці)
Aviolinx, Kharkiv (IT)

Duties covered:
- ensuring system efficiency is maintained
- addressing and resolving issues reported by users
- managing and maintaining system servers
- identifying issues by evaluating and analyzing symptoms and assigning priority
- escalating or redirecting high-priority issues to the appropriate department
- interacting with clients to provide information and assist with inquiries, concerns, and requests

Technical Agent (Tier-1)

з 03.2017 по 03.2018 (1 рік)
Upclick, Kharkiv (IT)

Duties covered:
- interacting with customers through phone, email, chat, or remote connection to deliver information and address inquiries, concerns, and requests regarding products and services
- diagnosing and resolving technical hardware and software issues, and offering guidance and solutions to customers' technical problems
- escalating issues to the appropriate department when necessary
- assisting with order placement, refunds, or exchanges, and providing guidance to users to enhance their productivity

Customer Support Representative (Tier-1, Billing)

з 12.2016 по 03.2017 (3 місяці)
Upclick, Kharkiv (IT)

Duties covered:
- interacting with customers over the phone, email, or chat to address billing inquiries and concerns
- assisting customers with order placement, refunds, or exchanges
- responding to queries regarding warranties or sales terms
- conducting scheduled call backs or recalls when required
- employing persuasive skills to encourage customers to reconsider cancellations
- utilizing computer technologies to manage a high volume of calls

Освіта

University of Szczecin

Department of Management and Economics of Services, Szczecin
Вища, з 2015 по 2016 (1 рік)

International student exchange program.

Scholarship from the Ministry of Science and Higher Education of Poland and the Ministry of Education and Science of Ukraine
Major: Management

Kharkiv National University of Radio Electronics

Applied Mathematics and Management, Kharkiv
Вища, з 2014 по 2016 (1 рік 5 місяців)

Kharkiv National University of Radio Electronics

Applied Mathematics and Management, Харьков
Незакінчена вища, з 2010 по 2014 (3 роки 9 місяців)

Додаткова освіта та сертифікати

Google IT Support Certificate

2023
Сертифікат

Standard English Test (EF SET) Certificate: 85/100 (C2 Proficient)

2019
Сертифікат

Foundations of Project Management

2023
Сертифікат

Знання і навички

Знання мов

• Англійська — просунутий
• Польська — середній

Додаткова інформація

SUMMARY

Experienced Technical Support Team Lead, adept at troubleshooting and leading high-performing teams, with a strong focus on customer satisfaction and process optimization.