Roman

Vinnytsia · Telegram:
Roman Boiko @romanrobotasearch
L2 Technical Support / Team Lead (Remote) — Online Game

Profile
L2 technical support in real-time live chat for a global audience. 30–50 tickets/day, peak up
to 250/day (personal). Fast first response (5–7 sec), triage, repro/pre-test, escalation of
confirmed bugs to Dev/QA. Hands-on with SSH/logs, AnyDesk, Trello/Bitrix24/Jivo, Notion
(KB and macros).

Key Achievements
• Reduced team first response time from 30–60 sec to <10 sec (standards, macros,
process).
• Built 100+ macros/scripts for common questions (Notion + chat platform).
• Created/maintained a knowledge base: 40+ articles (players + support team).
• Improved team average support rating (1–5★) up to 5★.
• 90%+ dialog quality based on monthly AI audits (0–100).
• Validated issues with repro/pre-test before escalating to Dev/QA.

Experience
L2 Technical Support Specialist — Online Game (Remote) Jan 2023 – Jul 28, 2025
• Live chat support: 30–50 tickets/day; peak up to 250/day (personal).
• FRT 5–7 seconds; average chat duration 8–10 minutes (longer for complex cases).
• Triage: data collection, repro/pre-test, dev-ready context.
• Escalated confirmed bugs to Dev; tracked in Trello; involved QA/Dev.
• SSH/logs: searching and collecting data for incident analysis.
• AnyDesk: remote sessions for configuration and fixes; clear post-action report in chat.
Team Lead (Technical Support) → Community Manager (Promotion) — Jul 28, 2025 – Sep 1,
Online Game (Remote) 2025
• Shift/workload planning; dialog quality control; onboarding/coaching.
• Handled complex cases and escalations; metrics reporting; improvement plan.
• Community comms (Discord/Telegram/forums/social/in-game): moderation, replies,
announcements, release notes, update rollouts.
• Collected bugs/feedback and coordinated with Support/QA.

Skills
Live chat support · triage · repro/pre-test SSH/logs (search & data collection)
Bug reporting · escalation to Dev/QA AnyDesk (remote assistance)
Trello · Bitrix24 · Jivo · Slack Google Workspace
Notion (KB, macros) 12-hour day/night shifts

Languages
English A2 (written support with translation tools) · RU/UA/EN

Updated: 2026-01-17