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NG@nikolasgr
Customer support specialist with strong technical troubleshooting and multilingual communication skills.
Russian FederationI am a customer support specialist with hands-on experience in live chat, email support, and technical escalation, having worked in both fintech and gaming/crypto environments. I consistently resolve user issues, document cases in ticketing systems, and collaborate with technical teams to improve support workflows.
At Softswiss in Tbilisi I provided real-time chat support, assisted operators, and coordinated with engineering to handle complex incidents. Previously at Raiffeisen Bank in Stavropol I conducted phone, email, and chat diagnostics, advised clients on application functions, and managed KYC- and login-related problems.
I bring practical knowledge of Zendesk CRM, API basics, Telegram/Discord community moderation, Excel/Sheets, and KYC processes, and I am eager to contribute to a strong team as a Russian-speaking customer support specialist.
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Work history, roles, and key accomplishments
Softswiss
Apr 2022 - Oct 2025 (3 years 6 months)
Provided live chat, email, and operator technical support for customers, resolving technical issues and escalating complex cases to engineers; improved response handling and coordinated with technical teams.
Raiffeisen Bank
Jan 2019 - Feb 2022 (3 years 1 month)
Diagnosed and resolved user technical problems via phone, email, and chat, documented requests in a ticketing system, and escalated complex issues to developers while tracking support metrics for quality improvements.
Degrees, certifications, and relevant coursework
RABachelor of Science, Management
2014 - 2019
Activities and societies: Studied customer support, technical troubleshooting, API basics, CRM (Zendesk), Excel/Sheets, and community moderation.
Completed a Bachelor of Science in Management with coursework in customer support, technical troubleshooting, and KYC processes.
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