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Experience level:
More than 5 years
Education level:
Vocational secondary
Languages:
Russian: Native
English: B1
Serbian: A1
Responsible, disciplined, independent, and eager to learn. I am open to working in an office, hybrid, or fully remotely. I have extensive experience in all of these formats.
I live in Novi Sad but am ready to relocate to Belgrade if necessary.
I listed my last three workplaces with the most relevant experience. Before that, I worked in sales of computer and household appliances at the beginning of my career. If you’re interested, I can tell you more.
Main activity – working with player requests.
My area – everything related to player accounts and payment operations support.
Accounts: assistance with new account activation, security settings, account recovery, help in case of account hacking, and more.
Payment operations support: working with payment platforms/aggregators, helping players when payment fails, assisting with receiving purchased in-game items, processing refunds, chargebacks, disputes, monitoring the availability of payment methods. Response and notification of all responsible parties for prompt troubleshooting.
• Analysis and resolution of incidents within the functions of the second line of technical support of the Internet Bank
• Initiating tasks to production teams for corrections in terms of the work of applications that are in the dispute of the division
• Advising users on the business logic of the Internet banking system, the bank’s website and integrated services. (including analysis of application logs)
• Ensuring the functioning of the Internet banking systems, the bank’s website and integrated services supported by the division
• Implementation of changes in the systems of the Internet bank, the bank’s website and integrated services that are supported by the department (scheduled work, response to system failures)
• Work with incoming user requests on line 1: registration, routing, incident handling, consulting, providing methodological assistance to employees of the organization on the operation of information resources, application software, software and technical means.
• Preparation of workplaces: assembly of personal computers, installation and configuration of the OS (Windows, less often Linux), installation of the necessary software.
• Connection, configuration of office equipment.
• Work with all kinds of failures and errors in the OS and software (as an engineer of the 2nd line of the technical support department)
• Participation in regular, routine and extraordinary maintenance of employees’ workplaces.
• Support of events (checking and ensuring the smooth operation of multimedia devices).
Payments
Fraud payments
Dispute resolution
Monitoring the operation of payment aggregators and methods, responding to their malfunctions.
Remote user support
Technical Support
Phone calls (within 1 technical support line)
Writing user instructions
Microsoft Windows
Active Directory
Microsoft Office
Jira/Confluence
SCCM
Xshell
Working in a database (simple sql queries)
Data analysis
Collecting and analyzing logs
Computer repair
Software troubleshooting
Hardware troubleshooting
IT support
Network Support
Customer service
Electronic document management