Alexander Imarhia

The Open Network (TON) Managed and moderated an active online community of more than 68,000 users, responding to questions and engaging in discussions daily. Resolved and assisted with 20-40 crypto-related issues per day, escalating complex cases when necessary. Monitored community activity and removed 10-30 spam/scam accounts or messages daily to maintain a safe environment. Educated community members on TON ecosystem products and guided more than 20 users weekly on Toncoin-related processes.

Managed 50-70 customer support tickets through Zendesk, resolving transaction, payment, wallet, and account-related issues. Verified over 25 customer transaction hashes daily to investigate and confirm transaction status. Resolved about 80-90% of assigned customer issues without escalation. Handled high-volume customer inquiries involving payments, transactions, wallets, and Web3-related issues.

Prepared and formatted business documents such as correspondence, drafts, and internal memos. Gained knowledge of data analysis using Microsoft Power BI. Identified and resolved customer issues and complaints. Responded to Customer Inquiries via Various Channels, such as phone, email, chat, or social media. Provided information about products or services.

Trained 2 Tech support assistants during a period of company expansion to ensure attention to detail and adherence to company procedures. Troubleshot and resolved software Issues for customers and assisted users in resolving day-to-day technical challenges.

Maintained confidentiality and discretion when handling customer information. Identified and resolved customer issues and complaints while providing timely assistance.