Jato Courage Sheshe

Results-driven Live Chat Support Specialist with a Bachelor's in Economics and 4 years of hands-on experience delivering high-speed, text-based support at top tech brands CyberCare and Oxylabs. Expert at managing 3–4 concurrent chat windows simultaneously while keeping a 97% Customer Satisfaction (CSAT) rating. Skilled in rapid technical troubleshooting, chat automation macros, and handling high-volume billing inquiries during demanding night rotations.

Fluent in English with an advanced typing speed of 70+ WPM and a sharp focus on reducing response times

Technical customer support - Oxylabs - Vilnius

(2024-03)

Deliver real-time, text-based technical support via live chat and ticketing platforms, resolving 60+ global B2B client inquiries daily

• Consistently maintain a 97% Customer Satisfaction (CSAT) score while meeting strict First Contact Resolution (FCR) deadlines.
• Identify complex system bugs, document technical details, and escalate critical server drops to engineering teams via Jira.
• Troubleshoot client connection, session management, and geotargeting failures related to web scraping architectures like Puppeteer, Playwright, and Selenium.
• Maintain an individual 98% SLA compliance rating on critical, time-sensitive high-tier accounts while adhering strictly to GDPR compliance
• Leveraged AI-driven automated macros and shortcut libraries to streamline workflows, reducing team-wide Average Handling Time (AHT) by 15%
• Collaborated directly with Account Managers and Sales units to systematically break down complex scraping and infrastructure errors into structured developer feedback

Remote customer support specialist - Cyber Care - Vilnius, Lithuania

(2010-10 - 2026-02)

Managed 3–4 concurrent live chat windows during high-volume night shifts, resolving 65+ global customer queries per rotation.

• Maintained a 97% CSAT score while utilizing keyboard shortcuts and canned responses to reduce Average Handling Time (AHT)
• Handled digital payment disputes, fraud prevention checks, subscription loops, and refund processing via administrative dashboards
• Escalated critical system outages and bugs to morning engineering teams by filing detailed technical tickets in Jira.
• Solved real-time operational issues, including VPN configurations, network connection drops, and software installation errors

Bachelors Degree - Economics - University of Buea (2016-10 - 2026-06)

Bachelors Degree - Business Administration - Kazimieras Simonavicius University (2022-02 - 2026-06)