Mikhail Aleshin
@mikhailaleshin
Customer-oriented Technical Support with expertise in API integrations.
What I'm looking for
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
Tier 2 Technical Support Representative
ApprovalMax
Jan 2025 - Present (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.
Chatbot Developer & API Integration Specialist
Botimize
Mar 2023 - Present (2 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.
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 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 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.
Education
Degrees, certifications, and relevant coursework
Mikhail hasn't added their education
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Tech stack
Software and tools used professionally
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