Senior Technical Support Specialist

Senior member of the IT support team providing enterprise-level support for a U.S.-based corporate client. Conduct QA audits on support interactions to ensure SLA compliance, service quality, and process adherence. Troubleshoot complex issues involving Microsoft 365, SharePoint, Teams, Active Directory, Outlook, and Windows environments. Investigate recurring incidents, identify root causes, and contribute to the internal knowledge base and process improvements. Support escalation handling, incident tracking, user access management, and cross-team coordination in high-volume environments.

Provided Level 1 SaaS technical support via phone and email for business customers. Resolved platform usability, integration, and workflow issues involving WhatsApp, Jira, and Pipedrive. Executed and validated API requests using Postman for troubleshooting and integration analysis. Investigated root causes of technical incidents and escalated complex cases to development teams when necessary. Assisted customers with product navigation, incident resolution, and service-related inquiries while maintaining customer satisfaction standards.

Supported enterprise clients using the HighJump Supply Chain Management platform in logistics and warehouse operations. Troubleshot application, configuration, and database-related issues affecting system performance and workflows. Performed SQL queries, data validation, and analysis to identify inconsistencies and support issue resolution. Assisted with incident investigation, client communication, and coordination with internal technical teams.

Delivered enterprise-level technical support in high-volume ticket-driven environments for corporate users. Assisted users with Jira, SAP, Microsoft applications, remote installations, software configuration, and access-related issues. Performed troubleshooting for hardware, software, and user account incidents while ensuring SLA compliance. Generated operational reports, documented incidents, and supported internal service management processes. Collaborated with different support teams to escalate and resolve complex technical issues efficiently.