Работала в 2 компаниях 3 года 2 месяца
IT
Customer support representative
Namecheap
IT
3 года 1 месяц
01.2021 - 02.2024
Technical Support Specialist Jan 2021 - Feb 2024
Namecheap, Remote
Namecheap Technical Support Specialist (L1/L2 hosting specialist)
I worked at Namecheap, it's a leading web hosting company, where I was a technical support specialist and interacted with customers via email. My main focus was on resolving a variety of issues including phishing, fraud, DDoS attacks, data limit issues, and software related issues such as resource abuse cases, CPU and memory usage overages.
Communication with customers was done through the Kayako platform. I also used the Flock messenger to communicate with my department and other teams to resolve issues. In particular, I managed cases related to database limits, DDoS attacks, and MySQL using various SSH commands via Putty.
Within a year, I went from a domain specialist to an L1 hosting specialist and then to an L2 hosting specialist in just three months.
Responsibilities:
My responsibilities included carefully identifying types of abuse and resolving them according to predefined procedures. This involved a detailed analysis of complaints: customer packages, related services, user statistics, and relevant user accounts, leading to informed decisions on service suspensions when necessary.
In addition, I was adept at handling refunds and service package renewals, following established company protocols and policies. In cases where refunds were denied, I effectively explained the reasons for the denial to clients, emphasizing compliance with the platform's rules and the possibility of service restrictions in case of repeated violations.
Namecheap, Remote
Namecheap Technical Support Specialist (L1/L2 hosting specialist)
I worked at Namecheap, it's a leading web hosting company, where I was a technical support specialist and interacted with customers via email. My main focus was on resolving a variety of issues including phishing, fraud, DDoS attacks, data limit issues, and software related issues such as resource abuse cases, CPU and memory usage overages.
Communication with customers was done through the Kayako platform. I also used the Flock messenger to communicate with my department and other teams to resolve issues. In particular, I managed cases related to database limits, DDoS attacks, and MySQL using various SSH commands via Putty.
Within a year, I went from a domain specialist to an L1 hosting specialist and then to an L2 hosting specialist in just three months.
Responsibilities:
My responsibilities included carefully identifying types of abuse and resolving them according to predefined procedures. This involved a detailed analysis of complaints: customer packages, related services, user statistics, and relevant user accounts, leading to informed decisions on service suspensions when necessary.
In addition, I was adept at handling refunds and service package renewals, following established company protocols and policies. In cases where refunds were denied, I effectively explained the reasons for the denial to clients, emphasizing compliance with the platform's rules and the possibility of service restrictions in case of repeated violations.
QA Manager
SKELAR
IT
3 месяца
10.2023 - 01.2024
Qa-engineer Oct 2023 - Jan 2024
Skelar, Remote
Project at Skelar:
In October, I was invited to the project in Skelar, where I took on the role of identifying bugs in the app reported by partners and conducting thorough testing. I communicated with partners through chats and emails on the Freshdesk platform, answering requests for app updates, bonus credits, and content moderation. Internal cooperation with colleagues was carried out using the Slack messenger.
Skelar, Remote
Project at Skelar:
In October, I was invited to the project in Skelar, where I took on the role of identifying bugs in the app reported by partners and conducting thorough testing. I communicated with partners through chats and emails on the Freshdesk platform, answering requests for app updates, bonus credits, and content moderation. Internal cooperation with colleagues was carried out using the Slack messenger.
Ключевая информация
mysql, mputty, kitty, ssh commands, ability to read headers, whitelisting processes, phishing, fraud, ddos,dmca,malware
Училась в 1 заведении
Івано-Франківський національний технічний університет нафти і газу
філологія
Івано-Франківськ, 2022
Уляна Святославівна
Уляна Святославівна
Customer support representative
Ивано-Франковск
Активно ищет работу
полная занятость
Обновлено 1 неделю назад