Kateryna Kovalchuk

Worked as Senior Technical Support Engineer at VGS.

- Serve as the primary escalation point for complex technical issues affecting enterprise customers, with a focus on payment tokenization, REST API behavior, SDK connectivity, secure file transfer, and proxy-based integrations.
- Lead investigation and live response of high-severity incidents, coordinating across support and engineering teams to drive timely diagnosis, stakeholder communication, a

- Owned complex technical issues end to end for enterprise customers, driving investigation, troubleshooting, and resolution across APIs, server-side behavior, integrations, and production support scenarios.
- Worked directly with customer technical teams on onboarding and implementation efforts, supporting REST API integrations, SDK connectivity, secure file transfer, and environment-specific tro

- Supported advanced customer issues and platform-related requests within a ServiceNow-based telecom expense management environment.
- Managed and maintained ServiceNow data and configurations to support customer needs and internal platform operations.
- Built platform customizations in ServiceNow based on business and customer requirements.
- Created technical documentation to support platform us

- Led frontline agents in resolving customer issues while reinforcing troubleshooting standards, service quality, and accountability.
- Monitored call and case quality, coached team members through performance feedback, and conducted regular 1:1s to improve support consistency.
- Managed escalations and routed complex issues to the appropriate technical or operational teams to ensure timely resolu

- Provided technical support for VoIP products over phone and email, helping customers resolve service, feature, and configuration issues.
- Configured VoIP accounts and product features based on customer requirements and business needs.
- Troubleshot networking and connectivity issues through remote sessions, identifying when escalation to higher-level teams was required.
- Supported customers us

Customer support representative for Jam City, a company that provides various game apps for Android and iOS.
- Resolved escalated customer issues through ticket-based support, troubleshooting workflows, and account adjustment tools.
- Prepared recurring issue summaries and weekly reports for project leadership to highlight product pain points and support trends.
- Trained new team members and hel

Provided customer support and technical guidance for Samsung consumer electronics and household devices through online support channels.