Ihor Vasyliev

About Ihor Vasyliev

I\'ve spent nearly a decade making complex SaaS products feel simple and intuitive for the people who use them — because I believe the experience is the product. Over the past four years, I\'ve shifted from hands-on customer support into Support Operations: building the workflows, SOPs, and team structures that help support departments scale without sacrificing quality. I\'m drawn to the \"how\" — fixing what\'s messy, making it seamless, and setting teams up to thrive. I bring a builder\'s mindset, a track record of mentoring new hires into high performers, and the adaptability that comes from navigating a major international transition. I\'m now focused on Support Operations and Implementation roles, where I can put that experience to work helping growing companies run more efficiently.

Experience

1. Technical Support Specialist

   Beyond Bancard

   Nov 2025 — Present · Orange, CA, US

   Provided high-level technical assistance and troubleshooting support to merchants across phone, email, and live chat channels- Diagnosed and resolved complex hardware and software issues involving payment terminals, POS systems, and online gateways by leveraging advanced technical aptitude- Guided merchants through the end-to-end setup, configuration, and integration of payment solutions, ensuring a seamless onboarding experience- Identified and escalated critical technical incidents and software bugs to senior engineering and development teams to ensure rapid resolution- Meticulously documented support interactions, troubleshooting workflows, and resolutions within the CRM system to maintain data accuracy and accessibility- Collaborated with product management and engineering teams to prioritize system enhancements and bug fixes based on direct merchant feedback and incident analysis.

Education

• Odesa National Economic University

  Bachelor's degree, Business Administration and Management, General

Skills

• Teamwork
• Team Building
• Google Docs
• Public Speaking
• Leadership
• Windows 10
• Mac & Pc Platforms
• Customer Support
• Customer Service Management
• Project Management
• Self Learning
• Process Optimization
• Sales