I’m working as a customer support head at Daatrics for the Neebo project. Neebo is a smart band\remote monitoring system for the kids, from 0 to 5 y.o. It is designed to measure the baby’s heart rate, oxygen saturation level and thermal state to notify parents if something’s wrong. The device is very complicated, the whole systems consist of a Neebo band itself, a charging station-transmitter and the mobile app. The device is a totally new product and is developed by the company itself. The target audience is families with unhealthy babies. And as every new product, it has some issues. And you can imagine how the customers are “happy” with the non-perfect device, that is designed to bring peace of mind and healthy dream to them. When I’ve come to the project, the was no customer service processes tuned properly. There was a giant number of issues with support processes. I was able to launch the Zendesk support ticket system from the sketch. I was working on the technical integration of a number of ticket channels. I’ve created the users’ help centre with FAQ and Common Issues sections. I’ve studied the product by myself, wrote the articles for the customers. I’ve created dozens of different inner instruction, guides and manuals for the team (not support only). Also, I’ve created a different internal team and team-to-team workflows and configurated the processes. Also I work a lot “with hands”, answering the users by myself. I can find a way to almost every person, no matter how he or she was waiting for some feature/bugfix/a device itself, etc. I know how to work with refund requests too.
I deal with all types of issues, that investors face - billing, technical or questions about the platform itself. I can always find common language with all type of people all around the world, with any English skill level. I am part of the team that made hard cap of $40 000 000 achievement possible. Now I also work as KYC Compliance Check specialist. I ask for and check documents of investors all around the world, especially from Asia. I don't know Chinese, Korean or Japanese but I am able to check weather investor is suitable for our company using different technical tools and skills.
Now I'm working as an editor\journalist of a website that writes mostly about blockchain and cryptocurrencies. Almost all articles that you can find at https://hype.codes/ was written by me. I have good understanding of the modern blockchain, digital currency and fintech market. In fact, I do all the stuff, related to the life of web media - I write, rewrite and edit articles, news, researchers, interviews, I deal with SMM and SEO and even little marketing and design. Additionally, I had trained news editors and journalist of this media. I'm also OK with HTML.
This job was related to mobile CPI/CPA marketing. I was an account manager of different adnetworks and direct advertisers of different products. I was able to communicate and make common profit with companies all over the globe, no matter the nationality or English level.
First line of international (English) technical support for gamers of such projects as Skyforge, Armored Warfare, Allods Online, Juggernaut Heroes, Juggernaut Wars, Iron Desert, Jungle Heat, Might and Glory and more. My main task was to help users solve different issues, related to abovementioned projects: different gameplay issues and questions, bugs, technical issues with users' hardware, billing issues and more. I am able to find common language and help customers of any culture and English language skill level. I also have high stress resistance level - I was working in a 12hours shift mode - 8am-8pm, 8pm-8am, two days off.