Олександр

OLEKSANDR BALABAI
Customer Support & Content/Technical Writer/ Quality Control Agent

WORK EXPERIENCE
03.2024 - 09.2024 Quality Control Agent
EverHelp (Genesis)
Performing weekly evaluations of Customer Support Agents work, making commits to Knowledge Base,
developing new flows, maintaining communication between Product Team and Support Team, onboarding
new Customer Support Agents, working together with Product Team to develop new ways of communication
between Product Team, Support Team and Customers, maintaining a totally separate Slack channel to deal
with extra unhappy Customers.

06.2023 - 03.2024 Customer Support Agent
EverHelp (Genesis)
Working with a Zendesk ticket system and a few internal admin tools, working according to various flows,
maintaning needed level of productivity to keep tickets from overflowing our system :^)

11.2021 - 06.2023 Content Moderator
 Uzhhorod, Zakarpattia Oblast Under NDA
 [відкрити контакти](див. вище в блоці «контактна інформація») Moderating user profiles and content for a big international social network.
Working with a Zendesk ticket system and internal admin tools.
 [відкрити контакти](див. вище в блоці «контактна інформація») Communicating with co-workers from various departments.
 [відкрити контакти](див. вище в блоці «контактна інформація») Unfortunately can't tell more due to NDA :^(

11.2020 - 07.2021 Customer Support Representative
PROFILE Digital Cloud Technologies
High functionality, multitasking, endurance - all Writing descriptions for applications in Microsoft Store and for Azure and AWS Marketplace offers.
of mentioned are my strengths. I can set goals Writing and translating user guidelines.
for myself and achieve them. At the moment, my goal Writing texts for promotional content, product videos, and screenshots.
is to find an interesting, stable job with decent Preparing co-sell presentations, customer stories, and feature articles.
income. Localization of products' UI. Providing support to users via the help-desk ticketing system and reviews
I am also eager to try myself in a new positions and answering.
fields. Perform business correspondence on behalf of the company.
Creating support tickets in Microsoft Store, Azure, and AWS Marketplace with further troubleshooting in
cooperation with SysAdmins.
Managing OTRS ticket system, WP websites, Microsoft Partner Center, and Azure Commercial Marketplace.

PERSONAL 11.2019 - 10.2020 Customer Support Representative
INFORMATION ZONE3000
I have some hobbies, which keep me afloat and Providing technical support for clients from all over the world in
entertain me in my free time, amongst which are: English.
collecting vintage photo and video devices (I've Working with the Kayako ticket system, conducting calls
already got plenty of them), doing music (I play and correspondence regarding the verification of
guitar), maintaining and driving vintage cars (I've got payments, means of payment and accounts.
one), collecting vintage clothing;
01.2016 - 11.2019 Translator
"Eastern Lovestory" Marital Agency
Maintaining and translating customer correspondence in
English, promoting customer profiles on dating sites.

EDUCATION
09.2015 - 06.2019 English linguistics & Pedagogic Bachelor
HGPA

HARD SKILLS
English (C1)
Google Docs & MS Office
OTRS
Kayako
Zendesk
WordPress
Azure Marketplace
AWS Marketplace
Microsoft Partner Center

SOFT SKILLS
Multitasking
Flexibility
High functionality
Team work
Customer focus