Customer Support Representative

Delivered technical support for Hiveon products (mining OS, pool, wallets, and related services) for both B2B and B2C clients. Diagnosed and resolved incidents related to hardware, firmware, and networking; collaborated with development teams for advanced issue escalation. Assisted customers with ASIC and GPU rig setup, optimization, and monitoring to ensure system stability and performance. Utilized monitoring and diagnostic tools (Grafana, Kibana, internal dashboards) to identify and troubleshoot issues. Automated repetitive support tasks and improved processes with scripts and internal tools. Maintained and expanded the knowledge base (guides, FAQs, technical documentation) to reduce repetitive tickets. Provided bilingual customer support (English/Russian) via ticketing systems and live channels. Contributed to SLA improvements and helped establish best practices in customer support operations.

Assisted junior agents in resolving complex customer inquiries, ensuring timely and accurate solutions. Handled escalations and negotiated with high-priority or dissatisfied customers to maintain loyalty and satisfaction. Processed order adjustments, including refunds and reshipments, in compliance with company policies. Conducted quality evaluations of chats and tickets from junior specialists, providing constructive feedback. Compiled and analyzed weekly QA/CSAT statistics, reporting team performance to management. Supported Market Leads and Supervisors by executing assigned tasks and projects. Facilitated coaching and mentoring sessions to improve agent performance and product knowledge. Acted as a liaison with the technical department to report and track website issues impacting customers. Participated in management meetings, contributing insights on customer experience and support processes. Fostered a positive and collaborative team culture to enhance motivation and overall performance.

Communication with the client and solving his problems through chat and email (Zendesk). Create requests for refunds or resend an order. Compliance with the internal policy of the company. Offer the best possible solutions to make the client happy. Also, personal initiative was shown in training the chatbot, drill-down global problems, regarding which clients contacted us. After some time, the managers saw that I was performing good results (productivity, QA and CSAT score, which a client leaves after talking with a certain agent), so I was transferred to additional queues to help with product quality issues and rewards earnings.

Receiving orders from customers, processing and sending them, making a monthly report on store income, participating in the development of the site, promoting the store on social networks (Facebook, Instagram, Etsy).

Assisting the client in choosing a product according to his preferences, selling at large events (for example, Comic Con), promoting the product through social networks.