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Experience level:
More than 5 years
Education level:
Bachelor
Languages:
Russian: Native
English: A2
– Provided high-quality technical consultation to users across voice, chat, and written channels (50+ inquiries daily), quickly mastering the full product range and transitioning to deep expertise in specific areas.
– Identified and handled technical issues: reproduced bugs using Confluence documentation, collected detailed technical data, created comprehensive reports for the development team, tracked fixes, and delivered feedback to clients.
– Proposed product and process improvements — over 80% of suggestions were successfully implemented.
– Contributed to a pilot program aimed at increasing customer satisfaction (CSAT): provided key ideas, helped bring the initiative to production, after which it was scaled across the entire support department.
– Analyzed key performance metrics (CSAT, DSAT, AHT, SLA), identified root causes of low ratings, and suggested actionable improvements.
– After 6 months, advanced to a mentor role for new team members: accelerated their onboarding, shared effective tools and approaches for handling complex cases.
– Excelled at de-escalating difficult situations and explaining complex technical concepts in clear, simple terms, even to highly dissatisfied users.
– Processed large volumes of leads from webinars, conferences, and business events: verified duplicates, statuses, payments, and target audience fit in AmoCRM, qualified leads, and handed them over to Sales Managers.
– Conducted initial consultations with potential clients on company services (dedicated servers, cloud solutions, networking), gathered requirements, and qualified incoming requests.
– Supported the full sales cycle operationally: prepared commercial proposals, coordinated discounts, reviewed and amended contracts, and liaised with legal and other departments to accelerate deal closure.
– Monitored deal progress in Jira: tracked task statuses, removed blockers, followed up with stakeholders, and proactively pushed stalled opportunities forward.
– Fully organized client business events (breakfasts and dinners): managed registration, validated participants against target criteria, and coordinated Sales team activities on-site.
– Acted as a key liaison between Sales, Technical teams, and other internal departments.
– Drove process improvements: optimized webinar registration forms to simplify lead processing, cleaned up working spreadsheets by removing redundant data (significantly reducing lead handling time), and proposed new methods for identifying decision-makers, which increased the inbound flow of qualified leads.
Tools & Skills: AmoCRM, Jira, Confluence, Google Workspace, Advanced MS Office (Excel, Google Sheets), strong telephone negotiation and presentation skills.
Technical Support & Customer Success Manual Testing & Bug Reporting API Testing with Postman Client Consultation & Problem Solving CRM Systems (AmoCRM, internal systems) Jira, Confluence, Google Workspace Lead Qualification & Sales Support Process Optimization & Improvement Proposals Mentoring & Team Onboarding Data Analysis in Excel & Google Sheets De-escalation of Difficult Clients Russian (Native), English (A2–B1, improving)