Middle Customer Support Specialist

На данный момент Product Assistant.

Мои компетенции и опыт

Hello, I’m Nikita — Support Operations Specialist focused on improving how users understand and interact with complex products through clear documentation, efficient support workflows, and tight feedback loops with Product and Engineering teams.

What I actually do:

1. Build documentation that solves real recurring problems: onboarding guides, step-by-step feature walkthroughs, and a structured help center.
2. Reduce ticket load by analyzing patterns: reviewing large volumes of tickets, grouping similar cases, identifying unclear UX points, and turning them into concrete recommendations for Product.
3. Handle non-standard cases: investigating unclear issues, reproducing bugs, checking edge cases with the Product team, and providing users with accurate explanations instead of scripted responses.
4. Collaborate with Product and Engineering to close knowledge gaps: clarifying edge cases, aligning feature explanations, confirming expected outcomes.

Skills:
Customer Support · Support Operations · Ticket Management · Zendesk (Macros, Automations) · Jira · Confluence · Notion · Product Documentation · Knowledge Base & Help Center · Team Mentoring · User Onboarding · Ticket Analysis · Cross-Functional Collaboration · Process Automation · AI & No-Code (Make, n8n, GPT)

👉 Open to remote roles where Support, Product, and Process Improvement intersect.
Best way to reach me: LinkedIn or Telegram нужен доступ к резюме