Obligations: technical support of customers; preparation of agreements, invoices and other covering documents; market research; SEO optimization; resellers communication; preparation of advertising texts and articles. Dismissal reason: dismissed on grounds of redundancy

Project Name: CustomCD Product workload: CustomCD is a leading outsourcing provider of on-demand and fully-personalized CD and DVD product fulfillment. Far more than just a disc duplicator, CustomCD’s 43-person technical team creates end-to-end solutions for various vertical industries, such as download software and games, online photo and video services, hosted email providers, employee development and training, and entertainment. To serve customers worldwide, CustomCD maintains fulfilment centers in both Europe and the USA. CustomCD is owned by Digital River, Inc., the world’s largest provider of ecommerce services for the computer software and games industries.Successful companies rely on CustomCD to meet their on-demand CD and DVD product fulfillment needs. Clients include RealNetworks, Inc., Atom Entertainment (Viacom), Sonic Solutions, Riverdeep Inc. (Houghton Mifflin Harcourt), WildTangent, PopCap Games, Digital River, Inc., and many others.Position: Lead customer and operation support engineerResponsibilities and Key Accomplishments:• Working with CustomCD clients on any order related issues.• Operation Support engineer is the first point of contact with the customer and client. After accepting a call or email from a customer, the main tasks are to gather and record case information. • Pre-processing and dispatch cases to the appropriate team – IT, QA or DEV.• Escalate customer requests to the appropriate support team or management.• Processing Customer Support requests from the end-customers.• Creating and updating process documentation for other team members• Management, coordination and improvement of internal CS activities.• Monitoring production website in order to ensure its stable work and eliminate any delays with order processing.• Billing process control and updating.• Managing a team of 3 people.

Obligations: technical support of customers, preparation and translation of e-mail templates, quality control

Obligations: correspondence with foreign clients, preparation of advertising prospects, business documentation, learning modules creation, testing of content editor LERSUS. Result: raised sales volume for 30%, concluded contracts with distributors in Australia, Hungary, Canada, Russia, UAE, and Turkey.