Shahaf Hazan
Limassol
Summary
Technical Customer Support manager and Integration Specialist with over 9 years of experience in the financial industry. Expertise in API integration and documentation, assisting clients in implementing payment solutions ranging from payment forms to server-to-server integrations. Skilled in delivering high-level technical support, troubleshooting, and ensuring seamless integration for optimal user experience.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Integration Specialist
BridgerPay
02.2022 - Current
- Provided technical support for merchants, addressing any issues related to integration products promptly and effectively.
- Create API documentation for merchants to integrate the various product BridgerPay provides.
- Provided training sessions for team members on best practices in systems integration techniques and tools.
- Effectively manage time in order to handle over 30 accounts simultaneously.
Technical Customer Support Manager
BridgerPay
02.2021 - 02.2022
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
- Resolved escalated customer issues efficiently, ensuring timely and satisfactory outcomes for high-priority cases.
- Managed and optimized team performance by setting clear goals, providing coaching, and monitoring key performance indicators
- Implemented and streamlined support processes to enhance operational efficiency and customer service quality.
Technical Customer Support Specialist
BridgerPay
03.2020 - 02.2021
- Provided technical assistance to clients by troubleshooting issues related to product functionality.
- Delivered prompt, high-quality support via multiple channels (email, phone, and chat), ensuring customer satisfaction.
- Collaborated with internal teams to escalate and resolve more complex technical issues requiring development support.
- Documented client interactions, technical issues, and resolutions to build a knowledge base for future use.
Integration Specialist
Traders Education
06.2015 - 03.2020
- Managed the end-to-end creation of an educational product for B2B clients, including design setup, content management, and integration support.
- Established a structured workflow to streamline product development and delivery.
- Led and coordinated cross-functional teams, including designers and developers, to ensure smooth product creation and deployment.
- Provided ongoing technical support and maintenance for the platform, ensuring optimal performance and client satisfaction.
Education
Microsoft And Virtualization Technologies
HackerU
Ramat Gan2014
Skills
- API Integration & Documentation
- Technical Troubleshooting
- Customer Support
- Troubleshooting and diagnostics
- Time Management
- Knowledge Base Development
- Customer service expert
- Technical instruction
Certification
- Microsoft Certified Solutions Associate: Windows Server 2012.
- Server Virtualization with Windows Server Hyper-V and System Center Specialist.
- Microsoft Certified Professional.
Languages
Hebrew
Native language
English
Advanced
C1
Nationality
Israeli
Timeline
Integration Specialist
BridgerPay
02.2022 - Current
Technical Customer Support Manager
BridgerPay
02.2021 - 02.2022
Technical Customer Support Specialist
BridgerPay
03.2020 - 02.2021
Integration Specialist
Traders Education
06.2015 - 03.2020
Microsoft And Virtualization Technologies
HackerU
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