Open to opportunities

Mikhail Aleshin

@mikhailaleshin

Message

Customer-oriented Technical Support with expertise in API integrations.

Serbia

Message

What I'm looking for

I am looking for a role that values collaboration and innovation, offering opportunities for growth and development in technical support and API integrations.

I am a dedicated Technical Support professional with over 4 years of experience in B2B SaaS environments. My expertise lies in API integrations, CRM systems, and support tools like Freshdesk and Zoho. I have a proven track record of resolving complex customer support tickets and enhancing user experiences through effective collaboration with product and engineering teams.

Throughout my career, I have successfully created scalable technical workflows, significantly reducing ticket resolution times and improving customer satisfaction scores. My roles have included Tier 2 Technical Support Representative at ApprovalMax, where I investigated complex issues and maintained internal documentation, and as a self-employed Chatbot Developer, where I designed and implemented API workflows that saved clients valuable time.

Experience

Work history, roles, and key accomplishments

Current

Tier 2 Technical Support Representative

Current

ApprovalMax

Jan 2025 - Present (1 year 5 months)

As a Tier 2 Technical Support Representative, I investigate complex issues escalated from Tier 1, utilizing development tools and collaborating with product managers and developers. I maintain Confluence documentation and assist enterprise users with troubleshooting.

Technical Support Confluence Customer Service Collaboration Problem Solving Communication

Current

Chatbot Developer & API Integration Specialist

Current

Botimize

Mar 2023 - Present (3 years 3 months)

Designed and implemented API workflows to connect chatbots with third-party systems, improving automation processes and saving clients significant time each week.

API Integration Workflow Automation Chatbot Development Troubleshooting Problem Solving Communication Technical Documentation

Customer Support Specialist

ApprovalMax

Mar 2023 - Jan 2025 (1 year 10 months)

Delivered top-tier customer support via Freshdesk, resolving over 90% of tickets within SLA. Collaborated with engineering teams to identify and resolve API-related issues.

Customer Support Freshdesk SLA Management API Issue Resolution Team Collaboration Ticketing Communication Problem Solving

Customer Support Specialist

ManyChat

Jan 2022 - Feb 2023 (1 year 1 month)

Managed advanced API troubleshooting for a global SaaS customer base and authored internal knowledge base articles to enhance support processes.

Customer Support Communication Problem Solving Technical Writing Team Collaboration

Customer Support Specialist

PaySend

Feb 2021 - Jan 2022 (11 months)

Resolved support tickets related to payment processing and KYC compliance while collaborating with technical teams to improve response times for transaction escalations.

Customer Support Payment Processing KYC Team Collaboration Communication Problem Solving