![Matias Garnica](https://jobicy.com/react/themes/app/images/avatar.jpg) Matias Garnica # Customer Support Specialist & Customer Experience (SaaS) Open to offers · Member since 26 Jul 2026 [Message](https://jobicy.com/dashboard-page.md) ShareLocationSan Miguel de Tucumán, ArgentinaDesired salaryUnspecifiedWork preferenceRemote Only / Full TimeExperience levelMid * [Overview](#overview) * [Portfolio 0](#portfolio) * [Services 0](#services) ## About Professional summaryI am a customer support and customer experience specialist with more than 3 years of experience handling B2B and B2C incidents, technical troubleshooting, and support across digital platforms. I combine my background as a university programmer with strong written and verbal communication skills, a customer-first mindset, and a self-driven approach to learning SaaS technologies. My experience includes ticket management, SLA tracking, knowledge base documentation, and improving self-service workflows to increase user satisfaction and operational efficiency. I have worked on complex support cases, diagnosing issues step by step, communicating clearly with end users, and creating resolution guides that help speed up service delivery. In parallel, I have developed web solutions and digital consulting projects, including SaaS products, e-commerce platforms, and administrative panels, which has strengthened my technical understanding and ability to support users effectively. I am open to opportunities where I can contribute in customer support, technical support, and customer experience roles, especially in environments that value process improvement, automation, and high-quality service. ## Skills 21 capabilities[Active Listening](https://jobicy.com/talent/active-listening.md)[Attention To Detail](https://jobicy.com/talent/attention-to-detail.md)[Automation](https://jobicy.com/talent/automation.md)[B2B Support](https://jobicy.com/talent/b2b-support.md)[B2C Support](https://jobicy.com/talent/b2c-support.md)[Communication](https://jobicy.com/talent/communication.md)[CRM](https://jobicy.com/talent/crm.md)[Customer Experience](https://jobicy.com/talent/customer-experience.md)[Customer Support](https://jobicy.com/talent/customer-support.md)[Incident Management](https://jobicy.com/talent/incident-management.md)[Independent work](https://jobicy.com/talent/independent-work.md)[MongoDB](https://jobicy.com/talent/mongodb.md)[MySQL](https://jobicy.com/talent/mysql.md)[Problem Solving](https://jobicy.com/talent/problem-solving.md)[REST APIs](https://jobicy.com/talent/rest-apis.md)[SaaS](https://jobicy.com/talent/saas.md)[Technical Documentation](https://jobicy.com/talent/technical-documentation.md)[Technical Support](https://jobicy.com/talent/technical-support.md)[Troubleshooting](https://jobicy.com/talent/troubleshooting.md)[User Training](https://jobicy.com/talent/user-training.md)[Web Development](https://jobicy.com/talent/web-development.md) ## Tech stack & tools Working toolkit ### Data Stores [![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/mongodb/mongodb-original.svg) MongoDB](https://jobicy.com/talent?tool=mongodb.md)[![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/mysql/mysql-original.svg) MySQL](https://jobicy.com/talent?tool=mysql.md) ## Experience Career history ### Especialista de Soporte Técnico y Atención al Cliente B2B / B2C · Movistar / Telecentro Jan 2022 – Dec 2024Managed and resolved complex B2B/B2C incidents through ticketing and CRM platforms, ensuring optimal response times and strict SLA compliance. Performed step-by-step technical diagnosis, maintained clear communication with end users, and created resolution guides to improve support efficiency. Tracked the full ticket lifecycle and identified recurring failure patterns to recommend operational improvements in service delivery. ### Desarrollador Web & Consultor de Soluciones Digitales · DevTuc / Proyectos Independientes Jan 2024 – PresentDeveloped and implemented custom web platforms for clients in education, logistics, and commerce, including SaaS products, e-commerce sites, and administrative dashboards. Provided user training and created technical documentation and support materials to enable self-service and platform adoption. Integrated virtual assistants and AI solutions using Gemini API to automate customer attention and self-service support workflows. ## Education Learning history ### Universidad Tecnológica Nacional (UTN - FRT) Dates not specifiedProgramador Universitario, Programming University-level programming studies focused on software development foundations and technical problem solving. ### IE University Jan 2024 – 2024E-Commerce y Gestión Comercial, E-Commerce and Commercial Management Training in e-commerce and commercial management with focus on digital business operations. ### Google / Santander Jan 2024 – 2024Inteligencia Artificial y Productividad, Artificial Intelligence and Productivity Coursework centered on AI tools and productivity improvement. ### UTN / BA Joven Jan 2023 – 2023Gestión de Proyectos e Inteligencia Emocional, Project Management and Emotional Intelligence Training in project management fundamentals and emotional intelligence for professional environments. 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