- Handling Level 3 B2B and internal requests;- Identifying potential problems and/or increasing trend of repetitive Incidents based on reports received from other teams;- Log bugs and service requests in JIRA and prioritize them on the kanban boards based on urgency and business impact;- Manual testing of the above fixes/resolutions to ensure the release is according to the customer's requests;- Supervising service restoration & the resolution of all platform incidents by properly coordinating the involed teams, either by Teams call or in writing;- Internal escalation point for other 2Checkout departments, on product knowledge or technical enquiries;- RESTful API testing through Postman; - RPC and SOAP API testing through PHP scripts;- Gathering reports of potential defects/bugs and prioritize them based on agreed-upon metrics;- Presenting the current state of all teams' Kanban boards during a weekly meeting with all relevant stakeholders, while also collecting feedback from them regarding urgency and impact of loggged Jira items for reprioritization purposes.

- resolved Level1/Level2 B2B requests via tickets/chats (Zendesk);- managed adjacent tasks such as Social media reviews or custom domain certificate renewals;- troubleshoot 3rd party platform integrations with our payments plugin such as: Shopify, WordPress, Wix, Magento etc.;- assisted in devising solutions to issues that are often non-standard or non-routine for existing customers, based on my knowledge of our platform;- reported performance or technical defects to the Tier 3 team;- monitored the company's systems from a performance and uptime perspective (Pingdom, Grafana and other internal monitoring tools) and reported any discrepancies to the Tier 3 team.

- handled regular payment-related incidents - resolved social media and BBB complaints - assisted with GDPR/CCPA-related incidents- offered advice, assistance, tips and tricks to new employees, considerably increasing their understanding of our internal tools

- handled incoming payment-related incidents via phone, chat or e-mail, assuring a proper buying process for customers- introduced the customers to their personal account with the company- assisted customers with renewing their existing subscriptions, thus maintaining the company's revenue

- stock market support and assistance with account issues (passwords, emails/usernames, etc.)- customer service and account verification tasks * account verification served as a risk-prevention strategy, requesting customers to provide personal documentation to verify their monetary deposits in order to prevent chargebacks and other legal issues.

- promoted stock market opportunities to customers- trained said customers to use Metatrader4 and do basic trading