Support Specialist

I manage high-priority support queues and resolve complex operational and platform inquiries across multiple support channels while working to strict SLA targets. I maintain high standards for client interactions, audit records, and operational quality.

I partner with Product, Engineering, and Escalation teams to reproduce reported defects, investigate root causes, and translate merchant feedback into product improvements. I also author knowledge-base articles and SOPs, contribute to continuous-improvement initiatives, and have maintained 97%+ quality accuracy. I was nominated for Employee of the Year in 2025 and received Client Collaboration and Delivering Excellence awards.

I authored and executed an OnCall Process Improvement Plan to remove operational bottlenecks, standardize team handovers, and streamline daily support workflows. I also actioned critical incident queues and conducted systematic root-cause investigations to support SLA compliance.

As a subject matter expert, I led new-hire orientation activities, scheduled training sessions, and coached team members on platform compliance procedures. I coordinated with cross-functional stakeholders during operational incidents and escalations.

I delivered high-touch customer support by phone, email, and live chat for account, financial transaction, payout, and billing inquiries. I provided users with clear assistance on marketplace-platform processes and account-related issues.

I investigated reported platform issues, documented complete interaction histories, and recorded bug-reproduction details in CRM systems for technical teams. I also audited more than 500 account cases per quarter, maintaining regulatory alignment and audit-ready documentation.

I supported software development teams by reproducing bugs, performing functional testing, and documenting defects. I used Jira and Confluence for ticket tracking, defect logging, and investigation records.

I contributed to root-cause resolution by providing clear reproduction steps and organized defect information. My work helped technical teams assess reported issues and progress them through the defect lifecycle.

I delivered frontline customer support through email, phone, and chat channels. I responded to user requests in a timely manner while working under compliance-focused timelines.

I tracked and triaged user requests in Jira, maintaining 99.5% accuracy. I documented support cases and helped ensure requests were routed and handled appropriately.

NFQ Level 9 equivalent.

In progress.

In progress.