Profile Description
Hi! I’m a highly skilled Technical Support Specialist with over 5 years of experience in SaaS environments and 4 years of leadership in the BPO industry.I specialize in providing top-tier technical support, managing website setups, troubleshooting technical issues, handling platform updates, and conducting in-depth product demonstrations. My role in a SaaS company includes creating clear, user-friendly video tutorials to guide customers through various features and solutions, ensuring seamless customer Upgrade to see actual info addition to my technical expertise, I also bring strong leadership skills from my 4-year experience as a Team Leader in the BPO industry, where I managed customer service agents for a global ride-hailing platform and content moderators for a major social media company. My diverse background allows me to bridge the gap between technology and customer satisfaction, delivering quality solutions and outstanding service across multiple communication chUpgrade to see actual infoels: phone, email, and chat.Here’s how I can add value to your project:Technical Support Specialist Responsibilities (SaaS):Website Setup & Configuration: Assisting customers in setting up and configuring their websites on our SaaS platform, ensuring they are optimized and functioning properly.Technical Troubleshooting: Identifying and resolving technical issues related to platform functionality, server performance, and integrations, often requiring collaboration with internal developers or external vendors.Platform Demonstration: Hosting Zoom or video-based walkthroughs to educate users on platform features, providing clear and detailed instructions for optimal use.Video Tutorials & Documentation: Creating step-by-step video guides and documentation to assist users in navigating platform updates or new features.Customer Support: Handling customer inquiries via email, chat, and phone, delivering timely and accurate solutions to their technical challenges.Feature Testing & Feedback: Testing new platform features and collecting user feedback to improve platform usability and customer experience.Platform Updates & Maintenance: Assisting users with regular website updates, keeping them aligned with the latest features and technologies.Data Migration: Helping customers migrate their data to the SaaS platform with minimal downtime and maximum accuracy.Team Leader Experience (BPO Industry):Leadership & Team Management: Led teams of up to 20+ customer service representatives and content moderators, ensuring high-quality performance and adherence to KPIs.Training & Development: Designed and conducted training sessions to upskill teaUpgrade to see actual infombers, improving their proficiency in customer service techniques, conflict resolution, and product knowledge.Performance Monitoring & Reporting: Managed team performance through data-driven reports, identifying areas for improvement and implementing corrective measures to exceed service targets.Client & Stakeholder Collaboration: Worked closely with clients and stakeholders to ensure team alignment with project goals, maintaining a high level of customer satisfaction and contract Upgrade to see actual infocalation Management: Managed escalations, troubleshooting complex customer issues, and implementing efficient solutions to maintain smooth operations and customer satisfaction.Workforce Management: Scheduled shifts, ensured adequate staffing levels, and optimized team workflow to meet service level agreements (SLAs) and project deadlines.Quality Assurance: Oversaw quality assurance processes, ensuring that agents adhered to compliance guidelines and met the highest standards of service quality.Customer Service Expertise:Multi-chUpgrade to see actual infoel Support: Extensive experience in handling customer service inquiries across various chUpgrade to see actual infoels including phone, email, and live chat.Conflict Resolution: Skilled in de-escalating situations, addressing customer grievances professionally, and offering fast, reliable solutions.Product Knowledge: Thorough understanding of the products and services, enabling me to provide informed and accurate responses to customer questions.Customer Retention: Implementing strategies to enhance customer satisfaction and loyalty by providing exceptional support and follow-through.Skills & Tools:Zendesk, Freshdesk, Intercom (or any customer support tools)WordPress, Shopify, Webflow (or other CMS platforms)Jira, Trello (project management tools)Zoom, Loom (for video demos and communication)Microsoft Office Suite, Google Workspace, Asana, Notion, Salesforce.Let's collaborate and bring your project to success with my combination of technical expertise and customer-focused approach!
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