technical support specialist

На данный момент technical support specialist.

Мои компетенции и опыт

Technical Support Specialist with 2.5+ years of experience in high-volume customer support (OZON, VPN service). Skilled in handling 50+ users daily across text chats, managing up to 5 concurrent conversations, and explaining complex technical issues in clear, user-friendly language. Experienced in troubleshooting, escalation to L2/L3, and reducing repeat requests through root-cause analysis.

Desired Position and Salary

Technical Support Specialist
Specializations: Technical Support Specialist
Employment type: Full-time, part-time, project/one-off work
Work format: Remote
Preferred commute time: Not applicable

Work Experience

September 2025 — May нужен доступ к резюме months)
VPN Service — Technical Support Specialist

Communicated daily with 50+ users in text chats, maintaining a warm and friendly support atmosphere.
Handled up to 5 concurrent conversations: assisted users, reassured them, explained outages and resolution timelines.
During mass incidents, wrote clear user-facing explanations independently, reducing tension and panic.
Educated customers on product usage (VPN setup, DNS, protocols), directly improving loyalty and reducing churn.
Analyzed repeat requests and drove their reduction.

February 2024 — August нужен доступ к резюме year 7 months)
нужен доступ к резюме , E-commerce — Technical Support Specialist (Moscow)
Advised hundreds of clients on website and mobile app functionality, helping them become confident users.
Identified common user pain points and relayed feedback to development teams.
Escalated complex issues to L2/L3 support while staying in contact with the user until full resolution — building trust.

Skills

Languages: Russian — Native; English — B1 (Intermediate)

Learnability
Network connection setup
Handling large volumes of information
PC setup
Software setup
English

Additional Information

About me:
I came into technical support by chance but stayed because I genuinely enjoy helping people navigate things that confuse or frustrate them. I'm drawn not to hardware and servers but to chats, Discord servers, and lobbies — where people discuss, argue, get frustrated, and celebrate. I know how to defuse tension when everything breaks and how to avoid burnout from the same question asked for the fifth time.

Key strengths:

Communication and empathy — explaining complex things in simple language
Handling objections and conflict-prone users
User retention and reduction of repeat requests
Managing 5+ concurrent chat conversations
English (technical / basic conversational)
Learnability, working with large volumes of information
Software, network, and PC setup
What matters to me is growth opportunities within the company. My goal is to bring my English up to a confident level.