Technical Support Specialist

Текущий статус/должность: Technical Support Specialist.

Мои компетенции и опыт

Over 6 years in customer and technical support.

Most recently (Feb 2022 – Aug 2026), technical support for a B2B proxy/web-data infrastructure service used for market research, SEO monitoring, price monitoring, brand protection, and ad verification. Owned client tickets end to end: 5–25 cases per day on average, up to 50+ on solo weekend shifts with no backup. Diagnosed connection and integration issues from logs before escalating, always with a clear write-up of what had already been checked. Spotted patterns across multiple clients' tickets and proactively flagged likely mass outages. Consistently earned the maximum available performance bonus (up to ~40% of base salary).

Before that, senior specialist on a text-based support team for a video streaming platform (Jan–Nov 2021): 50–100 tickets/day on average, up to 200–300 during outages, up to 8 concurrent chats. Also mentored new hires during onboarding.

Earlier, customer service specialist for a large e-commerce marketplace (May 2020–Jan 2021): 100–150 contacts per 12-hour shift (chat, phone, email), tracked in Jira. Consistently hit the maximum KPI bonus; was offered a team lead role after 9 months but chose to move on for more technical exposure.

Since January 2025, after relocating to Spain, I've independently studied Linux and networking (exam-based coursework, completed at 100%).