Artem Dyakov

Experience

• 

  Wargaming

  Jan 2013 - Jan 2016

  Game and Billing Support Specialist

  - Answers to users' questions in writing on the projects: World of Tanks, World of Warplanes- Processing requests for accounts: assistance with hacking accounts, restoring access, restoring in-game property- Processing requests for in-game issues: game mechanics, in-game property, official resources, events.- Updating the working knowledge base- Business trips to other cities/countries- Reporting on local issues based on information from players.- Process of requests for financial questions and assist users in online payments- Analyze of payment logs in the internal database to find the core of the problem- Processing with chargebacks and fraud issues, contact with payment aggregators and banks in complicated cases- Assist the users in questions with in-game currency Show less

• 

  IGG

  Feb 2018 - Jan 2022

  Game Support Specialist

  - Processing player requests in writing for the projects: Lords Mobile, Clash of Lords 2, Mobile Royale- Self-organization of working time- Processing requests from players in Live Chat- Assistance to players on financial, gaming and technical issues- Testing of current and not yet launched projects, providing feedback, registration of bug reports- Translations, localization, proofreads of company projects (from English to Russian)- Reporting on local issues based on information from players- Staff training (beginners and colleagues)- Creating FAQ, guides, tutorials- Updating the working knowledge base for projects- Assistance users with payment inquiries - Analyze payment logs via internal system- Analyze and solve chargeback and fraud cases- Escalate controversial issues to the payment department Show less

• 

  SaM Solutions

  Feb 2022 - Apr 2024

  Software Support Specialist

  - Provide L2 - L3 level support for service applications within the Finance, Audit, and R&D domains, catering to over 15,000 users.- Promptly respond to and resolve alerts, incidents, issues, and emergent situations.- Process customer requests and offer support via platforms, as well as through chat and calls.- Escalate intricate problems and issues to relevant teams for resolution.- Prepare comprehensive work documentation and guides using Confluence for both colleagues and customers.- Create and manage tasks efficiently within Jira.- Offer support for Jira project and release management.- Maintain SLA adherence, ensuring responses and resolutions are swift and effective. Show less

• 

  Linnovate Technologies

  May 2024 - Jul 2024

  Support Engineer

  Supporting clients' requests in a growing technology company specializing in open-source solutions and digital transformation, ensuring client satisfaction through innovative solutions and exceptional support.- Assisting clients around the world 24/7 ensuring that they will receive timely and effective support for their requests.- Searching and engaging internal experts to address client needs, offering comprehensive assistance throughout problem resolution.- Searching and interviewing new candidates for expert roles, enhancing the company's talent pool.- Testing company products to ensure quality and functionality, contributing to continuous improvement.- Handling billing inquiries, managing invoice collection, and processing payments.- Training colleagues and fostering a knowledgeable and skilled team.- Creating detailed guidelines to streamline processes and improve team performance.- Developing engaging content for the company website and social media platforms, enhancing online presence.- Maintaining both internal and external databases, ensuring accurate and up-to-date information.- Assisting the company with payment processes for experts- Monthly analysis expert's booked time for tasks and summarize it for future invoices- Gather invoice data from experts and check the completed invoices to ensure that experts received payments in time Show less