Кто такой наставник и какими гибкими навыками он должен обладать. Читать исследование Хабр Карьеры
Обо мне

Worked a 3+ years in international IT company, walked my way from Junior Support agent (at the beginning) to Head of Customer Care and Moderation teams.

Currently working on a positions: QA engineer and Customer Care manager for mobile dating applications with MAU 400 000 and ensuring that all errors are identified and corrected before release to clients. Having excellent problem solving and analytical skills.  

Besides my standard responsibilities, i've recruited/interviewed/hired/trained a 10 new members (Russian/English speaking) for both teams: moderators and customer support departments.

I've created a detailed FAQ's for inner team usage and General FAQ's for customers access. Worked on a tech documents for product team/QA team/customer care.

Currently is looking for a suitable tech support specialist position in ambitious company.

Опыт работы
Pure — приложение для анонимных знакомств
Тестировщик мобильных приложений/Техническая поддержка пользователей
Июнь 2016 — По настоящее время (3 года и 9 месяцев)

DUTIES:

  • Testing software to identify and resolve problems from end users’ perspective.

  • Accurately monitoring and recording results in test documentation.

  • Liaising with developers and programmers to swiftly resolve faults.

  • Analyzing, writing reports & communicating results to colleagues & managers.

  • Testing full product suite's, identifying problems & resolving them with the development team.

  • Solving light/middle technical issues received from customers requests 

  • Collecting max info about critical/major issues for QA team investigation.

  • Creating detailed JIRA reports

  • Creating detailed weekly reports about current status of incoming tickets and issues from customers


KEY SKILLS AND COMPETENCIES:

  • Knowledge of user documentation, training documents & user acceptance plans.

  • Knowledge of functional, reliability and mobile testing.

  • Experience of working in pressured environment to strict deadlines.

  • Able to test multiple projects at the same time.

  • Extensive knowledge of the full software testing life-cycle.

  • Knowledge of life-cycle of tickets


TOOLS:

Bug Tracking systems: JIRA, basecamp. 

Helpdesk systems: Freshdesk, Zendesk, Helpshift

Knowledge of AppStore Connect/Google Play Store (Console) functions and features


EXPERIENCE:

Customer Care Specialist/Senior Customer Care Specialist at GetPure Inc
PURE – iOS/Android 

June 2016 to now

Pure is online mobile dating for hookups. No social media links. We provide end-to-end encryption and automatically delete your chats. Upload a selfie and match with somebody who turns you on. Chat for an hour tops (your convo disappears after that). If you’re both feeling it, it’s adventure time.

My responsibilities: Providing customers support via helpdesk systems (Freshdesk/Zendesk/Helpshift) live-chat (Zopim), facebook page and Stores (both Apple and Google) reviews, forwarding created JIRA reports to QA team, preparing inner FAQ documentation for newbies, creating and regular updating users in-app FAQ articles, training new agents, preparing payrolls reports, providing quality assurance of team success.

Middle Software Testing Engineer at GetPure Inc

PURE – iOS/Android/web 

August 2018 to now 

Pure is online mobile dating for hookups. No social media links. We provide end-to-end encryption and automatically delete your chats. Upload a selfie and match with somebody who turns you on. Chat for an hour tops (your convo disappears after that). If you’re both feeling it, it’s adventure time.

My responsibilities: Functional testing, developing test documentation (test cases, checklists).

Trustech
Киев
Team Lead команды модерации
Июль 2017 — Июль 2018 (1 год и 1 месяц)

Communicating with project partners, content moderation, train newbies, quality assurance of all moderating processes, coordinating work-schedules, inner FAQ documentation. Solving critical cases in cooperation with support team and financial department

Высшее образование
Черниговский институт информации, бизнеса и права филиал Международного научно-тенического университета
Чернигов
Факультет: Экономика предприятия
Сентябрь 2005—Июнь 2010 (4 года и 9 месяцев)
Факультет: Компьютерные технологии Специалист "Програмнное обеспечение автоматизированных систем"