Technical Support & Platform Operations Specialist

Experienced in processing technical and operational data within SaaS and support platforms. Skilled in organizing support tickets, managing shared inboxes, preparing demo setups, updating internal systems, and maintaining accurate documentation. Proficient in using Excel, CRM tools, and ticketing systems to ensure efficient workflows and seamless coordination between field teams and technical support.

Used CSS to inspect, adjust, and troubleshoot layout issues when configuring customer-facing demos and platform components.

Familiar with using HTML for light editing and troubleshooting of frontend display issues in demo environments.

Provided frontline technical support to field technicians, helping resolve hardware/software issues in real-time across POS systems, telecom devices, and SaaS platforms. Familiar with troubleshooting common IT concerns, managing tickets, and using tools like Microsoft 365, browser dev tools, and basic HTML/CSS. Proactive, fast learner, and eager to expand my knowledge in support operations and system tools.

Provided real-time technical support to field technicians and end-users in fast-paced environments. Resolved hardware, software, POS system, and SaaS-related issues through phone, email, and ticketing platforms. Ensured high-quality customer experiences by troubleshooting problems, documenting solutions, and managing support queues. Proficient in Microsoft 365, browser dev tools, and remote access tools for effective issue resolution and user support.

Provided responsive and empathetic customer service support through phone, email, and chat, ensuring prompt resolution of technical and account-related issues. Handled customer inquiries professionally while documenting concerns using ticketing systems. Collaborated with technical teams to escalate complex problems and ensured customer satisfaction by following up on service requests. Known for clear communication, active listening, and delivering a positive client experience in fast-paced support environments.

Proficient in managing user access, troubleshooting Outlook, Teams, Excel, and OneDrive issues, and assisting users with account configuration and collaborative tools.

Proficient in using Google Sheets for data organization, tracking, and reporting. Experienced in creating formulas, using data validation, conditional formatting, and pivot tables to automate workflows and improve data accuracy. Used Google Sheets for project tracking, demo configuration data, and team coordination. Able to collaborate in real-time, manage shared sheets, and maintain version control for efficient operations.

Performed accurate and timely data entry tasks across various platforms including CRM, ticketing systems, and SaaS tools. Entered and updated technical logs, client records, and operational checklists while ensuring confidentiality and consistency. Maintained a high level of attention to detail and met tight deadlines in fast-paced environments.

Used ticketing platforms to document and manage support cases from creation to resolution. Ensured timely responses, clear documentation, and compliance with SLAs.