Senior Technical Support Specialist

Answered incoming customer requests from the US and Canada, providing support for products and services. Effectively applied interpreting and paraphrasing skills to adapt information to customers of different levels. Worked in multitasking mode, handling up to 80 calls per shift and meeting key KPIs (answer time, NPS, FCR). Participated in training sessions, improving sales skills and emotional intelligence. Assisted in the development of training materials for new employees.

Processed requests from English-speaking clients from different countries. Resolved technical, financial and organizational issues of clients via online chat and email. Efficiently resolved conflicts and complaints, achieving a high level of satisfaction. Kept track of clients in the CRM system, tracked the status of requests, monitored SLA. Maintained positive communication, which increased customer loyalty and reduced the number of repeat requests. Participated in testing new platform functions and passed feedback to the development team. Promoted the company's programs and trained clients on how to use the service. Monitored trends in the online trading market to inform clients in a timely manner.

Provided high-quality support for English-speaking clients, including traders and investors. Conducted online consultations on platform functionality, deposits/withdrawals, and technical failures. Worked with client databases and analytics systems to assess typical problems and suggestions for improvement. Conducted negotiations and explanatory work with "difficult" clients, achieved positive solutions even in stressful situations. Participated in webinars and seminars, improving my skills in the field of financial products and sales. Contributed to the creation of a knowledge base and response templates, which accelerated the team’s work.