Jelena Solovjova
Tallinn,Harjumaa
Summary
Skilled Application Support Analyst keen to take ownership of post-release customer satisfaction and technical stability. Comfortable working at multiple scales of support management. Versed in both desktop and mobile platforms. Committed to providing superlative customer care via one-on-one service interactions and large-scale support policy management.
Overview
12
12
years of professional experience
Work History
New Accounts Application Support Analyst
Interactive Brokers
Tallinn, Harjumaa
12.2022 - Current
- Resolving customer queries via phone, email, chat.
- Collaboration with other teams to assist with account approval and maintenance.
- Review of documentation related to new account opening per European regulations.
- Following of internal policy and procedures when dealing with various account-related tasks.
- Cross-reference multiple databases and ensure that AML and KYC regulatory aspects are completed.
Technical Support Consultant
Transcom Eesti OÜ
Tallinn, Harjumaa
07.2017 - 08.2022
- Performed troubleshooting of computer systems and accounts for users.
- Identified root causes of technical problems and proposed solutions accordingly.
- Provided technical support to customers by phone, email and chat.
- Assisted with customer inquiries regarding hardware, software and network issues.
- Supported customers with online billing, access and account issues.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Collaborated with technical team to discuss recurring customer issues and develop long-term solutions.
Administrator
KULINAARIA OÜ
Tallinn, Harjumaa
07.2012 - 07.2017
- Managed agendas and calendars, boosting productivity and improving organizational initiatives.
- Drove workflow improvements by streamlining processes.
- Performed data entry tasks into computer databases from paper documents.
- Collected, validated and distributed information to employees.
Education
Bachelor - Public Relations And Communication Organisation
Tallinna Ülikool
Tallinn, Estonia06-2009
High School Diploma -
Sillamäe Kannuka Kool
Sillamäe06-2006
Skills
- Data Analysis
- Documents processing
- Operating systems
- Application evaluation
- Customer Support
- Task Prioritization
- Written Communication
- Multitasking
- Time management
- Troubleshooting Network Issues
- Resolving Problems and Incidents
- Technical Troubleshooting
- Collaborative Team Player
Accomplishments
- Star Awards Q2 2024 Europe (Interactive Brokers)
Languages
Russian
First Language
English
Upper Intermediate (B2)
B2
Estonian
Upper Intermediate (B2)
B2
Affiliations
- Travelling and exploring
- Animal lover and dog owner
Timeline
New Accounts Application Support Analyst
Interactive Brokers
12.2022 - Current
Technical Support Consultant
Transcom Eesti OÜ
07.2017 - 08.2022
Administrator
KULINAARIA OÜ
07.2012 - 07.2017
Bachelor - Public Relations And Communication Organisation
Tallinna Ülikool
High School Diploma -
Sillamäe Kannuka Kool
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