Customer Experience & Technical Support Specialist | SaaS | Chat Support | Billi

Technical support specialist with hands-on experience troubleshooting SaaS web and mobile applications. Skilled in diagnosing login issues, subscription and billing errors (including Apple IAP), and feature-related bugs. Experienced in replicating issues, gathering logs/screenshots, and escalating to engineering with clear documentation. Strong background in Zendesk ticket handling, ensuring timely resolution while maintaining clear and empathetic communication with users.

Customer support specialist with over 4 years of experience in SaaS environments, handling high-volume chat and ticket support using Zendesk. Skilled in resolving billing, subscription, and technical issues efficiently with a strong focus on first-contact resolution and customer satisfaction. Experienced in troubleshooting app and web issues, coordinating with product and engineering teams, and providing clear, empathetic communication to users.

I have 1–2 years of experience managing my time effectively in a fast-paced work environment. I prioritize tasks based on urgency and importance, ensuring deadlines are consistently met. I am skilled at multitasking, handling multiple customer inquiries, and maintaining productivity while delivering quality service. I also use structured workflows and scheduling techniques to stay organized and efficient throughout my shift.

Experienced Zendesk user with 2–5 years of hands-on experience managing high-volume ticket queues in a SaaS environment. Skilled in ticket triaging, tagging, macros, and workflow management to meet SLAs and improve resolution times. Experienced in handling chat and email support, tracking metrics like FRT and full resolution time, and ensuring efficient, organized, and customer-focused support operations.

Chat support specialist with 2–5 years of experience handling real-time customer inquiries in a fast-paced SaaS environment. Skilled in managing multiple conversations simultaneously while maintaining high-quality responses, meeting SLAs, and ensuring first-contact resolution. Experienced in using Zendesk for ticket handling, addressing billing, account, and technical concerns, and delivering clear, empathetic communication to enhance customer satisfaction.

Customer service professional with experience supporting users in a SaaS environment through chat and email channels. Skilled in handling billing, account, and technical inquiries with a focus on empathy, clarity, and efficiency. Proven ability to resolve issues on first contact, manage high-volume requests, and maintain strong customer satisfaction while meeting performance metrics.

Familiar with Jira for tracking and managing bugs, feature requests, and technical issues in a SaaS environment. Experienced in creating detailed tickets, documenting reproduction steps, attaching logs/screenshots, and collaborating with engineering and product teams for resolution. Able to monitor issue status, follow up on progress, and ensure clear communication between support and development teams.