I am an Executive/Virtual Assistant, Data Entry Specialist, and Technical Support Engineer with over five years of experience. I am a highly motivated and results-oriented professional with five years of experience in administrative support and customer service. I have a proven ability to prioritize tasks effectively and communicate professionally. I am seeking a challenging role where I can contribute to a successful team.
Experience
Golden Software Technologies
Jan 2022 – Present
Technical Support Engineer
-Provided technical support for SaaS products, resolving over 90% of customer-reported issues within SLA timelines.
-Researched and diagnosed complex API-related issues, offering solutions that enhanced customer satisfaction (CSAT: 95%).
-Built internal tools and proof-of-concept solutions to streamline support processes.
-Collaborated with product and engineering teams to resolve bugs and improve platform functionality.
-Actively contributed to the company’s knowledge base by creating detailed FAQs and technical documentation.
-Maintained high responsiveness to customer queries via multiple support platforms, including GitHub and Jira.
Golden Software Technologies
Jan 2021 – Dec 2021
Technical Support Engineer
-Delivered support for REST APIs and networking fundamentals, assisting customers in integrating SaaS products into their workflows.
-Debugged API requests and responses, ensuring seamless operation for developers using the platform.
-Facilitated asynchronous collaboration across teams in different time zones to address customer issues promptly.
-Managed the support ticketing system and maintained accurate records of resolved and pending issues.
Seaman Ventures
Nov 2019 – Oct 2020
Junior Technical Support Intern
-Provided first-level technical support for web-based applications and API integrations.
-Assisted in troubleshooting network issues, debugging applications, and providing customer-facing solutions.
-Enhanced product documentation to reduce support ticket volume by 15%.